Technical Support Manager, LATAM - Mexico City

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 Support Lead
People Responsibility: Regional technical support professionals and service providers
Travel: Occasional travel within Latin America as business needs require

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. You will partner with senior leaders, collaborate with global technology teams, shape workplace technology strategy across Latin America, and play a key role in modernization and transformation initiatives.

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.

BlackRock will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance law.