Global IT Service Manager

Boston, MA

About the position

As the IT Issue Resolution Manager, you will be part of the Issue Escalation & Response (IE&R) Center of Excellence (CoE) – one of five CoEs within the IT Service function. You’ll lead and resolve user escalations from BCG internal colleagues, including highly visible VIP incidents and escalations related to products, services, or other topics. Your primary focus is to provide executive‐level attention and white‐glove support, serving as a single point of contact for senior leadership. You’ll proactively and reactively manage critical issues, ensuring rapid resolution while minimizing disruptions to schedules and productivity. To achieve this, you will engage with key stakeholders across the business—from Level 1 (Service Center) through to Levels 3 and 4 (Engineering Squads, Product Owners, and vendors)—to accelerate resolution and enhance customer satisfaction. You’ll use a data‐driven approach to tackle emerging problems, identify root causes, and prevent recurrence.

Responsibilities

• Drive operational excellence in managing incidents, problem records, and request fulfilment in line with BCG ITSM processes and standards.
• Create and maintain documentation (configuration, monitoring, processes, knowledge base articles, training materials) and share best practices with other ITS colleagues.
• Participate in and add value to projects and initiatives as needed.

Requirements

• B.Sc. or equivalent preferred, ideally in computer science, IT, or another technical field.
• 7+ years of IT operations and related experience, preferably in a high‐touch environment.
• Proven expertise and demonstratable experience in Microsoft OS and its tool stack (Windows 10/11, MS Office), with relevant certifications.
• macOS support experience/certification is highly beneficial.
• Familiarity with performance and stability optimization tools, as well as DEX tools and methods.
• Strong verbal and written communication skills for both technical and non‐technical audiences.
• High customer service orientation with the ability to prioritize and execute tasks under pressure.
• Demonstrated ability to build relationships, influence stakeholders and have difficult conversations when necessary.
• Collaboration skills for working cross‐functionally with Product and Engineering teams.
• Escalations/Incident Management and Problem Management knowledge as per ITIL.
• Exposure to Agile methodologies beneficial.