Technical Support Manager, LATAM - Mexico City

About this role

Your Team

The Americas Technology Support organization delivers secure, reliable, and high-quality workplace technology services that enable employee productivity and business performance. The LATAM Technology Support team supports offices across Mexico, Brazil, Chile, Colombia, Peru, and the Dominican Republic, partnering with business leaders, global technology teams, and regional stakeholders to deliver exceptional end-user support and digital workplace experiences. The team plays a critical role in maintaining operational stability, enabling strategic initiatives, and continuously enhancing the employee technology experience across Latin America.

Your Role and Impact

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. You will oversee service delivery, operational governance, vendor management, and team leadership to ensure a consistent, secure, and high-quality technology experience. This role offers the opportunity to influence workplace technology strategy, drive operational excellence, and support business growth across a diverse and dynamic region.

Your Responsibilities

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 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.

Position Details

Location: Mexico City, Mexico

Reporting To: Americas Regional Technical Sup