CHI IT Service Manager

About the role

Boston Consulting Group (BCG) is seeking an experienced IT Service Manager to lead a team supporting the technology needs of BCG's Chicago office. The ideal candidate will manage and develop a local team, ensuring reliable and high-quality technology services are delivered to BCGers.

Responsibilities

• Manage and develop a local team of two to five IT professionals, setting clear expectations, allocating work, and supporting professional growth.
• Drive day-to-day service delivery, monitoring service levels, ticket quality, backlog health, escalations, and resolution performance.
• Carefully coordinate major incidents and service disruptions, maintaining clear communication and escalating decisions appropriately to the IT Senior Manager and broader IT teams.
• Oversee technical support across laptops, mobile devices, meeting-room technology, connectivity, and other workplace technology.
• Identify recurring issues and user-experience friction, developing recommendations and surfacing opportunities for broader service improvement.
• Build strong relationships with local office teams and leadership, understanding technology needs and recommending practical solutions.
• Lead local technology projects, vendor coordination, and operational activities within agreed priorities, timelines, and decision parameters.
• Collaborate with regional and global IT colleagues, contributing knowledge, local insights, and standard methodologies that strengthen service delivery across BCG.

Requirements

• Bachelor’s degree in technology or a related field.
• 5+ years of IT service delivery experience, including 2+ years managing and developing teams.
• ITIL Foundation certification and strong practical knowledge of IT service operations.
• Hands-on experience with ServiceNow or a comparable ITSM platform, including service-level and queue management.
• Strong technical troubleshooting skills across Windows, macOS, mobile devices, Microsoft 365, VPN, networking, and workplace technology.
• Experience managing technology vendors and coordinating service delivery against agreed expectations.

Qualifications

• Clear communication, sound problem solving, and curiosity about AI-enabled tools and new ways of working.

Skills

• Strong leadership and interpersonal skills.
• Ability to work independently and as part of a team.
• Excellent organizational and project management skills.
• Proven ability to troubleshoot and resolve complex IT issues.
• Strong attention to detail and ability to handle multiple tasks simultaneously.

Benefits

BCG offers a comprehensive benefits package including:

• Zero dollar ($0) health insurance premiums for BCG employees, spouses, and children.
• Low $10 (USD) copays for trips to the doctor, urgent care visits and prescriptions for generic drugs.
• Dental coverage, including up to $5,000 in orthodontia benefits.
• Vision insurance with coverage for both glasses and contact lenses annually.
• Reimbursement for gym memberships and other fitness activities.
• Generous paid time off including 12 holidays per year, an annual office closure between Christmas and New Years, and 15 vacation days per year (earned at 1.25 days per month).
• Paid sick time on an as needed basis.