NXC IT Service Manager

WHAT YOU'LL DO The role of the IT Manager is to provide guidance, planning and oversight for the local IT service operations within BCG’s Costa Rica Nexus office. The Costa Rica IT Team is comprised of 2 IT Associates and supports a dynamic, growing office with 400+ business services staff. The IT Manager is a critical operational position within the IT function that manages senior business relationships, provides proactive solutions, and delivers high quality support for our rapidly changing business needs. Areas of responsibility include; IT project management, team development, vendor management and budget management. The IT Manager performs or oversees the installation, upgrade and maintenance of all IT equipment in our office including laptops, meeting room AV equipment, printers, etc. Reporting directly to Nexus IT Senior Manager, the IT Manager must be able to perform successfully in a fast-paced, high-performing, service-oriented environment and to apply and interpret rules and guidelines flexibly to enrich the business and in keeping with BCG’s values and culture. YOU'RE GOOD AT * Demonstrating strong leadership by creating an energizing and motivating environment for the team to excel in all areas * Providing high level of customer service for office based staff in a fast-paced environment. Support includes, but is not limited to, laptops, desktops, smartphones both in and outside of the office * Communicating effectively with leadership, business service teams, external vendors, and technical staff * Supervising and coaching direct reports to ensure performance and professional growth * Providing a high level of customer service supporting IT related services including laptops, workspaces and mobile phones with staff in office and while travelling * Preparing and deploying laptops for staff, including configuration and imaging of laptops supporting a variety of operating systems (Windows, MAC, etc.) and applications * Coordinate the repair and maintenance of office printers and other IT equipment with outside vendors or landlord * Proactively planning projects and prioritizing daily operations to avoid conflicts and manage constraints * Understanding key KPIs and functional goals and partnering with team and local leadership to achieve them successfully * Acting as a technical expert to constantly evaluate existing systems and recommend technology for replacements or upgrades * Ensure all IT issues and requests are tracked meticulously and resolved with a high level of customer satisfaction * Maintaining and troubleshoot video conference and telecommunications systems supporting business critical meetings and providing training as necessary * Displaying composure, tact, patience, and the ability to handle stressful situations * Proactively documenting training for office staff and updating instructions/ procedures/ knowledge articles as required YOU BRING (EXPERIENCE & QUALIFICATIONS) * Bachelor’s degree in technology or equivalent experience * Minimum of 5 years of experience in IT Service or a related field * Minimum 2 years team management experience in an IT related role * ITIL Foundation certified (v3 or v4) and/or a clear understanding of the ITIL process * Demonstrated ability to successfully lead IT projects and deliver results * Operational budgeting experience * Experience in sourcing, establishing, and managing suppliers and vendors * Ability to troubleshoot Windows 10, MAC OS, Phone, Office suite, Software, VPN/Network issues * Fluent in English and Spanish YOU'LL WORK WITH You will work with a variety of local operational teams comprised of Office Services, Finance and Human Resources and interact with staff all staff cohorts across the Southeast region and the WW IT function. ADDITIONAL INFORMATION *This role currently requires 5 days a week in office presence. This in-office plan allows for critically important learning, collaboration and networking with our colleagues.*