CHI IT Service Manager
About The Position
As an IT Service Manager in BCG’s Digital Workplace Experience team, you will help deliver reliable, secure, and high-quality technology services for our Chicago office. You will manage a local team of two to five IT professionals, coordinate day-to-day service delivery, and help ensure BCGers receive responsive and effective technology support. Working closely with the Great Lakes IT Service Senior Manager, you will monitor service performance, address operational issues, and bring forward recommendations based on local needs and recurring service patterns. You will combine hands-on technical expertise with people leadership, structured problem solving, and strong collaboration across local and broader IT teams.
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.
- Clear communication, sound problem solving, and curiosity about AI-enabled tools and new ways of working.
Responsibilities
- Manage and develop a local team of two to five, 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.
- 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.
Benefits
- 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
- Fully vested Profit Sharing Retirement Fund contributions made annually, whether you contribute or not, plus the option for employees to make personal contributions to a 401(k) plan
- Paid Parental Leave and other family benefits such as elective egg freezing, surrogacy, and adoption reimbursement
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
