# Technical Support Manager for Latin America

**Company**: BlackRock
**Location**: Mexico City
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Finance
**Wikidata**: https://www.wikidata.org/wiki/Q219635

**Apply**: https://blackrock.wd1.myworkdayjobs.com/en-US/BlackRock_Professional/job/Mexico-City-Mexico/Technical-Support-Manager--LATAM---Mexico-City_R266688?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_7801ec16-c08

## Description

The Americas Technology Support organization delivers secure, reliable, and high-quality workplace technology services that enable employee productivity and business performance.

As Technical Support Manager for Latin America, you will lead regional workplace technology support services while serving as a trusted advisor to business leaders and senior executives.

Your Responsibilities:

- Lead Technical Support and Digital Workplace services across Latin America, ensuring consistent service delivery and effective management of incidents, escalations, and business-critical technology events.

- Establish and track service performance metrics, driving continuous improvement initiatives that enhance employee experience, service quality, and operational reliability.

- Lead, develop, and mentor a geographically distributed support team, fostering collaboration, accountability, and professional growth.

- Build strong partnerships with business leaders and senior executives, translating business priorities into effective workplace technology solutions.

- Ensure adherence to technology policies, security standards, audit requirements, operational procedures, and knowledge-management practices.

- Manage regional vendors, technology assets, and lifecycle processes to ensure effective governance, compliance, and service-provider performance.

- Lead regional technology projects, workplace transformations, and service improvements, leveraging automation and modern support practices to deliver measurable business value.

Your Experience:

- Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline, or equivalent professional experience, with significant leadership experience managing enterprise technology support organizations.

- Strong knowledge of workplace technologies, including endpoint computing, collaboration platforms, mobile technologies, and IT service management practices.

- Proven ability to manage complex escalations and provide high-touch support to senior executives in business-critical situations.

- Excellent communication, presentation, and stakeholder-management skills, with the ability to translate technical concepts into business-focused outcomes.

- Strong organizational and collaboration skills, with experience leading across regional and global teams.

- Demonstrated leadership experience managing Desktop Support and Deskside Support functions within a large enterprise environment.

- Experience within a regulated financial-services environment and broad infrastructure knowledge spanning enterprise systems, Virtual Desktop Infrastructure (VDI), networking, critical office infrastructure, security, audit, and compliance.

Measures of Success:

- Reliable and secure delivery of technical support services across the region.

- Effective management of incidents, requests, escalations, and vendor performance.

- Strong stakeholder satisfaction and a high-quality employee technology experience.

- Successful delivery of regional technology initiatives and workplace projects.

- Improved efficiency through automation, standardization, and self-service capabilities.

- Compliance with technology controls, documentation standards, and knowledge-management practices.

- Development and retention of a high-performing regional support organization.

Why Join This Team: This role offers the opportunity to lead a regional technology support organization that directly impacts employee productivity and business performance.

Benefits:

- A strong retirement plan

- Tuition reimbursement

- Comprehensive healthcare

- Support for working parents

- Flexible Time Off (FTO)

## Skills

### Required
- Information Technology
- Computer Science
- Engineering
- endpoint computing
- collaboration platforms
- mobile technologies
- IT service management

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Source: [Apply at blackrock.wd1.myworkdayjobs.com](https://blackrock.wd1.myworkdayjobs.com/en-US/BlackRock_Professional/job/Mexico-City-Mexico/Technical-Support-Manager--LATAM---Mexico-City_R266688?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)