Technical Support Manager, LATAM - Mexico City

About this role

The Latin America Technical Support and Digital Workplace team delivers reliable, secure, and consistent workplace technology services across Mexico, Brazil, Chile, Colombia, Peru, and the Dominican Republic. The team partners with regional business leaders, senior executives, service providers, and global technology teams to improve the employee technology experience and maintain effective support operations.

This position is based in Mexico City, reports to the Americas Regional Technical Support Lead, and includes responsibility for regional technical support professionals and service providers. Occasional regional travel is expected based on business needs.

As Technical Support Manager, Vice President, you will lead Technical Support and Digital Workplace operations across Latin America. You will combine people leadership, business partnership, service management, vendor oversight, and hands-on technology leadership to deliver consistent regional support.

You will serve as a trusted technology partner to regional leaders and senior executives while improving service performance, operational resilience, and the employee technology experience. This role provides an opportunity to influence workplace technology strategy, strengthen regional capabilities, develop a high-performing team, and contribute to modernization and continuous-improvement initiatives.

In every role at BlackRock, you'll be expected to apply sound judgement and critical thinking to solve complex problems, adapt as the business evolves, and combine the curiosity to explore new approaches and technologies with the rigor to challenge the results. The scope of this role also includes the following responsibilities:

• Lead Technical Support and Digital Workplace operations across Latin America, establishing service standards, performance measures, escalation practices, and continuity plans that support reliable resolution of workplace technology issues.
• Lead and develop a geographically distributed team by setting clear expectations, providing regular feedback, supporting career and succession planning, and aligning skills and coverage with regional business needs.
• Serve as a trusted regional technology partner, translating business priorities into support requirements and clearly communicating service performance, operational risks, major incidents, projects, and recommendations to senior stakeholders.
• Drive operational excellence through standardization, automation, self-service, knowledge management, service analytics, accurate documentation, and adherence to security, audit, governance, and change-management requirements.
• Manage regional service providers and the workplace technology asset lifecycle, maintaining effective governance, performance reviews, escalation practices, inventory controls, and coordination with sourcing and procurement partners.
• Lead regional workplace technology initiatives and service transitions, coordinating requirements, risks, resources, communications, implementation readiness, engineering partnerships, and lessons learned to deliver measurable business value.

• Bachelor’s degree in information technology, computer science, engineering, or a related discipline, or equivalent professional experience, combined with demonstrated success supporting enterprise workplace technology and leading technical support or service-delivery teams.
• Experience leading employees and third-party service providers in a complex organization, with strong prioritization, delegation, problem-solving, and cross-functional collaboration skills.
• Strong knowledge of endpoint support, hardware and software troubleshooting, Microsoft 365, collaboration and mobile technologies, and incident, problem, request, change, asset, and knowledge-management practices, including experience with ServiceNow or a comparable enterprise service-management platform.
• Demonstrated ability to manage business-critical escalations, support executives with professionalism and discretion, and provide appropriate flexibility for critical incidents, business events, projects, and occasional regional travel.
• Fluency in English and Spanish, with strong written, verbal, presentation, and stakeholder-management skills. Portuguese proficiency and experience supporting operations across multiple Latin American countries are preferred.
• Experience in financial services or another regulated industry, along with familiarity with time-sensitive business environments, project-delivery methods, productivity technologies, organizational change, service transitions, and relevant professional certifications, is preferred.

Our benefits
To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

Our hybrid work model

BlackRock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.

Guidance on AI use for candidates

At BlackRock, AI has long been part of how we work – enhancing decision-making, improving operations, and helping us deliver better outcomes for clients. We encourage candidates to use AI thoughtfully to learn, prepare, and work more effectively; but during our interview process, we want to focus on getting to know you through your own experiences, thinking, and judgment. To support you, we’ve provided guidance on when and how to use AI during our hiring process so you can approach each step with confidence and showcase your best self.

About BlackRock

At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being.  Our clients, and the people they serve, are saving for retirement, paying for their children’s educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment – the one we make in our employees. It’s why we’re dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.

To learn more about BlackRock, please visit Careers.BlackRock.com. We also encourage you to get to know us on LinkedIn, Instagram, YouTube, X, and TikTok.

BlackRock is proud to be an Equal Opportunity Employer.  We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.