【Bain & Company】Manager, TSG Support


The Manager will supervise all aspects of the TSG Help Desk to ensure that we are providing high quality, accurate problem resolution with superior customer service. This includes supervising local TSG staff and continually evolving Help Desk to best meet the needs of its customers.

Operations & Support (80%):

• Be aware of what problems are being worked on and watch for trends

• Install, configure, and upgrade software and operating systems

• Monitor status of open incidents via the ServiceNow ticketing system and act as the customer’s advocate to ensure calls are resolved promptly

• Proactively identify and complete projects to evolve and improve the support level of the Help Desk

• Lead and/or participate in implementation projects

• Utilize the ServiceNow ticketing system to maintain logs and records of Help Desk calls per established procedure

• Work with users to appropriately diagnose the nature of their problems and, where possible, to resolve software and hardware issues

• Ensure the software & devices used for mobile & computing continues to meet the needs of our users

• Manage elements of the local area network (LAN) such as users, groups and disk space via a suite of administration tools

• Maintain accurate inventory of all hardware via the ServiceNow ticketing system

• Lead end user training programs.

• Provide off-hours, weekend and holiday coverage as needed.

• Travel as required to support other Bain offices and off-site training sessions

Team Management (20%):

• Oversee the day-to-day operation of the Help Desk with a hands-on approach

• Train, coach and supervise the Help Desk staff to ensure they answer calls and interact with customers in a knowledgeable, accurate and friendly manner


Knowledge, Skills and Attributes
• Demonstrated interest and aptitude in technology and technical issues
• Communicate well with customers and members of the team, display a confident and self-motivated approach

• Strong time management and prioritization skills in a multi-tasking environment

• Ability to work well in a team environment, support other members of the TSG team as they support our customers

• Ability to be calm and think clearly under pressure

• Aptitude for analytical problem resolution, troubleshooting skills and approaches

Experience and Education
• Previous corporate experience preferred

• Experience managing and supervising a team of IT support staff

• Experience with implementing IT service management processes and procedures, such as incident management

• Experience managing and maintaining high levels IT service with internal customers

• Experience in managing helpdesk and incident management software.

• Experience in managing IT projects and working with cross-functional teams

• Associate's/Bachelor’s degree or an equivalent combination of education, training and experience
• Must have Japanese and English level skills, business level and above



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