WHAT YOU'LL DOThe 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.WHO WE AREBCG pioneered strategy consulting more than 50 years ago, and we continue to innovate and redefine the industry. We offer multiple career paths for the world's best talent to have a real impact on business and society. As part of our team, you will benefit from the breadth and diversity of what we are doing today and where we are headed next. We count on your authenticity, exceptional work, and strong integrity. In return we are committed to supporting you in discovering the most fulfilling career journey possible-and unlocking your potential to advance the world. Our team called Global Services (GS) provides corporate support to business areas such as Finance, Legal, HR, Marketing and IT. This diverse team of experts, operators and specialists represent all levels from Partner to entry level staff, operating across the globe in multiple countries. Global Services is in short, the backbone of BCG.YOU'LL BE TRAVELLINGYes (10%)YOUR EMPLOYEE TYPE ISRegularYOU BRING (EXPERIENCE & QUALIFICATIONS)Bachelor's degree in technology or equivalent experienceMinimum of 5 years of experience in IT Service or a related fieldMinimum 2 years team management experience in an IT related roleITIL Foundation certified (v3 or v4) and/or a clear understanding of the ITIL processDemonstrated ability to successfully lead IT projects and deliver resultsOperational budgeting experienceExperience in sourcing, establishing, and managing suppliers and vendorsAbility to troubleshoot Windows 10, MAC OS, Phone, Office suite, Software, VPN/Network issuesFluent in English and SpanishADDITIONAL INFORMATIONThis 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.EQUAL OPPORTUNITYBoston 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, protected veteran status, or any other characteristic protected under federal, state or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.JOB FAMILYITYOU'RE GOOD ATDemonstrating strong leadership by creating an energizing and motivating environment for the team to excel in all areasProviding 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 officeCommunicating effectively with leadership, business service teams, external vendors, and technical staffSupervising and coaching direct reports to ensure performance and professional growthProviding a high level of customer service supporting IT related services including laptops, workspaces and mobile phones with staff in office and while travellingPreparing and deploying laptops for staff, including configuration and imaging of laptops supporting a variety of operating systems (Windows, MAC, etc.) and applicationsCoordinate the repair and maintenance of office printers and other IT equipment with outside vendors or landlordProactively planning projects and prioritizing daily operations to avoid conflicts and manage constraintsUnderstanding key KPIs and functional goals and partnering with team and local leadership to achieve them successfullyActing as a technical expert to constantly evaluate existing systems and recommend technology for replacements or upgradesEnsure all IT issues and requests are tracked meticulously and resolved with a high level of customer satisfactionMaintaining and troubleshoot video conference and telecommunications systems supporting business critical meetings and providing training as necessaryDisplaying composure, tact, patience, and the ability to handle stressful situationsProactively documenting training for office staff and updating instructions/ procedures/ knowledge articles as requiredYOU'LL WORK WITHYou 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.
