IT Service Manager

The role of the CHI IT Service Manager is to provide guidance, planning and oversight for the local IT service operations within BCG’s Chicago office.  The IT Team is comprised of 10 technicians and supports a dynamic, growing office with 900 consulting and business services staff. 

The CHI IT Service Manager is a critical operational position within the IT function that manages senior business relationships, provides proactive solutions, and delivers high quality support for our rapidly changing business needs.  Areas of responsibility include; IT project management, team development, vendor management and budget management.  The IT Manager performs or oversees the installation, upgrade and maintenance of all IT equipment in our office including laptops, meeting room AV equipment, printers, etc.  

Reporting directly to the Great Lakes IT Service Manager, the CHI IT Service Manager must be able to perform successfully in a fast-paced, high-performing, service-oriented environment and to apply and interpret rules and guidelines flexibly to enrich the business and in keeping with BCG’s values and culture.  

• Demonstrating strong leadership by creating an energizing and motivating environment for the team to excel in all areas  
• Providing a high level of customer service supporting IT related services including laptops, workstations and smartphones for staff both in office and remotely as needed  
• Maintaining and troubleshooting video conference and telecommunications systems providing staff training as necessary  
• Communicating effectively with leadership, business service teams, external vendors, and technical staff 
• Supervising and coaching direct reports to ensure performance and professional growth 
• Preparing and deploying laptops for staff, including configuration and imaging of laptops supporting a variety of operating systems (Windows, MAC, etc.) and applications 
• Coordinate the repair and maintenance of office printers and other IT equipment with outside vendors or landlord 
• Proactively planning projects and prioritizing daily operations to avoid conflicts and manage constraints 
• Understanding key KPIs, functional goals and partnering with team and local leadership to achieve them successfully. Acting as a technical expert to constantly evaluate existing systems and recommend technology for replacements or upgrades 
• Ensure all IT issues and requests are tracked meticulously and resolved with a high level of customer satisfaction 
• Proactively documenting training for office staff and updating instructions/ procedures/ knowledge articles as required 
• Displaying composure, tact, patience, and the ability to handle stressful situations 

• Bachelor’s degree in technology or equivalent experience 
• Minimum of 5 years of experience in IT Service or a related field 
• Minimum 2 years team management experience in an IT related role 
• ITIL Foundation certified (v3 or v4) and/or a clear understanding of the ITIL process 
• Demonstrated ability to successfully lead IT projects and deliver results  
• Operational budgeting experience  
• Experience in sourcing, establishing, and managing suppliers and vendors 
• Ability to troubleshoot Windows and MAC OS, mobile phones, MS Office suite and other software as required