CHI IT Service Manager

IT Service Manager

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact. To succeed, organizations must blend digital and human capabilities.

Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.

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.

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.

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 Service Now 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.

You'll work closely with the Great Lakes IT Service Senior Manager and manage a local team of two to five IT professionals supporting BCG's Chicago office. You'll partner with colleagues across Office Services, Finance, Human Resources, and Meeting and Event Support to address technology needs and deliver a strong workplace experience. You'll also collaborate with IT colleagues across North America and our broader global IT organization, sharing knowledge and coordinating support across teams.

In the US, we have a compensation transparency approach.

Total compensation for this role includes base salary, annual discretionary performance bonus, retirement contribution, and a market leading benefits…