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)