IT Manager

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

Our mission is to continuously improve our IT systems and services, support the business and strive to create and innovate with technology.

As an IT Manager your role is to help coordinate the daily IT operations within the local office. By working closely with a team of IT Specialists and Senior IT Specialists, the IT Manager proactively oversees local IT projects, provide solutions to issues, and manages local stakeholder relationships alongside the IT Director to ensure the team is delivering a high level of customer care to all stakeholders. This includes, but is not limited to, user support, computer setup, maintenance and service, telecommunications, assisting with network and infrastructure maintenance, and all other technology needs in BCG offices.

You report directly to the IT Service Director and can perform successfully in a fast-paced, high-performing, service-oriented environment. You interpret rules and guidelines flexibly to enrich the business and in keeping with BCG’s values and culture.

Key Responsibilities

• Leading the IT service operation in the offices within your remit
• Supporting the BCG user community by adhering to best practises while on-site in BCG offices, at client locations and at special events e.g. executive speeches, press conferences, offsite meetings etc
• Lead and govern in preparing and deploying laptops for staff, including all required user profile configuration and data migration as well as maintain configurations of computer systems according to established BCG requirements
• Oversee local office IT asset maintenance, ensuring all assets are accurately tracked and managed throughout their lifecycle — including timely servicing, repairs, and end-of-life processing. Implement strong control measures to ensure asset visibility and accountability at all times.
• Risk management and vulnerability controls with respect to assets, accounts & access management, and network
• Provide proactive support for onsite AV resources and ensure training is provided to the BCG user community where necessary
• Manage and coach all direct reports with regular check-ins to ensure performance is of a high standard, opportunities for professional growth is discussed, as well as providing timely and honest feedback when required
• Lead on projects in an operational capacity for both global and local initiatives
• Coordinate the completion and resolution of all tickets through the IT service management ticketing system as well as regular checks to ensure agreed SLA’s and KPI’s are being met
• Assist with managing the analysis on operational KPIs to facilitate communication and improve quality and performance
• Manage the financial aspects of the IT services department, which includes budget management, capital expenditure (CapEx) planning, and cost control & optimization
• Delivering regular updates to the IT Director highlighting the team’s activity, pressure points and upcoming activities
• Providing mentorship, guidance and feedback to junior team members and provide input on performance of team members to the IT Director
• Maintaining effective and continuous communication with all senior stakeholders by understanding the unique needs, expectations, and concerns, and integrating feedback from stakeholders to improve project outcomes and ensure alignment with business objectives.
  
  

What You'll Bring

Essential

• Profound education and professional experience in managing Local IT operations
• Experience in effectively communicating and presenting technical concepts to management, peer group and staff
• Superior knowledge of commonly used IT concepts, practices, and procedures
• Analytical skills and mindset to drive CSAT/ESAT scores
• Experience independently resolving issues related to (but not limited to) Windows, MacOS, Office Suite, Browser, and Network connectivity.
• Experience with the following areas: PC/laptop hardware, telecommunications, mobile devices, networking, and server administration
• Video conferencing/meeting setup and troubleshooting experience – Currently BCG supports Zoom and MS Teams & Webex tools
• ITIL Foundation certified (v3 or v4) and/or a clear understanding of the ITIL system and ticketing process
• LAN and IP networking knowledge and ability to approach issues logically using OSI model or similar
• SCCM or other imaging software experience
• Experience with cloud technology
• VoIP experience
• Project management experience
• Experience with office fitouts/buildouts
  
  

Desirable

• Knowledge of tools such as Tableau, Alteryx, and MS Project
• Experience using collaboration tools such as Slack and Trello
• Knowledge of Agile operating models
• Knowledge of Networks and Infrastructure
  
  

WORKING ENVIRONMENT

• Shared office space
• Some lifting/moving equipment is required
• Occasional weekend work or out of hours work
  
  

Additional info

YOU’RE GOOD AT

Key strengths and attributes needed to succeed in the role:

• Analytically solving problems by using strong technical, organizational, and team working skills
• Structured and logical approach to work
• Building and maintaining relationships with key stakeholders and vendors
• Communicating effectively, both verbally and in written form, with management groups, business service teams, external vendors, and technical staff
• Coordinating and prioritizing daily team workload and managing first level escalations
• Demonstrating interpersonal skills when coordinating daily support requests assigned through various channels (email, phone, ticketing system, live walk-ins, etc.)
• Acting as a technical expert by consistently evaluating existing systems and recommending technology for replacements and/or upgrades
• Displaying a high level of emotional intelligence, steadfast composure, tact, patience, and the ability to handle stressful situations
• Flexible approach to working outside of business hours to meet deadlines
  
  

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.

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