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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # CHI IT Service Manager - **Company:** Digital Workplace LLC - **Location:** Chicago, IL, United States - **Experience:** Experienced - **Salary:** $96,000.0 - $118,670.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Artificial Intelligence, Apple Mac Systems, Virtual Private Networks (VPN), Queue Management Systems, Servicenow - **Published:** August 28, 2026 - **Apply:** https://www.dice.com/job-detail/7cef9e7c-66a1-4f82-9750-f90401207b50 ## About the Role * 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. ## Description 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., 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [SwiftUI In Production](https://www.wearedevelopers.com/videos/134-swiftui-in-production) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) ## Related Articles - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Should Tech Managers Be Developers First? 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