IT Service Manager

4 weeks ago

New Delhi, India Boston Consulting Group Full time
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 Senior Manager 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 Local IT Senior Manager 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 practices while on-site in BCG offices, at client locations and at special events e.g. executive speeches, press conferences, offsite meetings etc.
  • Lead 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.
  • Coordination of local office asset maintenance
  • 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 KRIs 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 Senior Manager 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 Senior manager.
  • 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.

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

YOU BRING (EXPERIENCE & QUALIFICATIONS)
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

YOU'LL WORK WITH
BCG’s information technology group collaboratively delivers the latest digital technologies that enable our consultants to lead and our business to grow. For our IT jobs, we seek individuals with expertise in the areas of IT infrastructure, application development, business systems, collaborative and social technologies, information security, and project leadership.
ADDITIONAL INFORMATION
WORKING ENVIRONMENT
  • Shared office space
  • Some lifting/moving equipment is required.
  • Occasional weekend work or out of hours work

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