CHI IT Service Manager

The Boston Consulting Group GmbH; Chicago (IL); On-site; USD 96,000 - 119,000; Full time

Benefits offered by this job

Health insurance

Retirement contributions

Parental leave

Generous paid time off

Job summary

Boston Consulting Group in Chicago seeks an IT Service Manager to lead a local team of two to five IT professionals and ensure reliable, secure workplace technology and responsive support.

You will monitor service delivery, manage incidents, and collaborate with regional IT teams to drive standard methodologies and continuous improvement in the digital workplace experience.

Qualifications

• Bachelor’s degree in technology or a related field is required.
• 5+ years IT service delivery experience, including 2+ years managing and developing teams.
• ITIL Foundation certification and knowledge of IT service operations.
• Hands-on experience with ServiceNow or similar ITSM platform.
• Strong troubleshooting across Windows, macOS, mobile devices, Microsoft 365, VPN, networking.

Responsibilities

• Manage and develop a local team of two to five IT professionals, set expectations and guide growth.
• Drive day-to-day service delivery, monitor SLAs, ticket quality, backlog health, escalations, and resolutions.
• Coordinate major incidents and service disruptions with clear communication to IT leadership.
• Oversee technical support across laptops, mobile devices, meeting-room tech, connectivity.
• Identify recurring issues and surface opportunities for service improvements.
• Build relationships with office teams and leadership to align tech needs with solutions.
• Lead local technology projects and vendor coordination within priorities and timelines.
• Collaborate with regional/global IT teams to share knowledge and improve global service delivery.

Skills

IT service delivery

Team leadership

ITIL Foundation

ServiceNow

Tech troubleshooting

Vendor coordination

Communication

AI-enabled tools curiosity

Education

Bachelor’s degree in technology or related field

Tools

ServiceNow

Job description

Who We Are

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.

What You'll Do

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.

What You'll Bring

• 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.

Who You'll Work With

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.

Additional info

*** For US locations only ***

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 package described below.

The base salary range for this role in Chicago is $96,000 -$118,670.

This is an estimated range, however, specific base salaries within the range depend on various factors such as experience and skill set. It is not common for new BCG employees to be hired at the high-end of the salary range. BCG regularly reviews its ranges to ensure market competitiveness.

In addition to your base salary, your total compensation will include a bonus of up to 16% and a generous retirement contribution that starts at 5% and moves to 10% after 2 years.

All of our plans provide best in class coverage:

• 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

Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws. BCG is an E - Verify Employer. Click here for more information on E-Verify.