Job description
About this role
Your Team
The Americas Technology Support organization delivers reliable, secure, and high-quality workplace technology services that enable employee productivity and business performance. The LATAM Technology Support team serves offices across Mexico, Brazil, Chile, Colombia, Peru, and the Dominican Republic, partnering closely with business leaders, global technology teams, and regional stakeholders to provide exceptional end-user support and digital workplace experiences. The team plays a critical role in maintaining operational stability, supporting strategic business initiatives, and continuously improving the employee technology experience across Latin America.
Your Role and Impact
As Technical Support Manager for Latin America, you will lead workplace technology support services across the region while serving as a trusted advisor to business leaders and senior executives. This highly visible leadership role combines people management, service delivery, operational governance, vendor oversight, stakeholder engagement, and technology transformation. You will ensure employees receive consistent, reliable, and secure technology support while driving service excellence, operational efficiency, and continuous improvement across a diverse regional environment.
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, effective incident and escalation management, and operational resilience during critical business events and technology disruptions.
- Establish and monitor service standards, operational metrics, and improvement initiatives that enhance employee experience, service quality, and technology reliability across the region.
- Lead, develop, and mentor a geographically distributed support organization, fostering accountability, collaboration, capability growth, and effective regional coverage.
- Build trusted relationships with business leaders and executives, translating business priorities into technology support strategies and delivering a high-quality support experience for senior stakeholders.
- Ensure compliance with technology policies, security standards, audit controls, knowledge-management practices, and documented operating procedures.
- Manage regional vendors and workplace technology assets, ensuring service-provider performance, governance, inventory accuracy, lifecycle management, and compliance with firm standards.
- Lead and support regional technology initiatives, workplace transformations, office projects, and service transitions while promoting automation and modern support practices that 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 workplace technology and technical support organizations.
- Strong knowledge of endpoint computing, workplace technology services, collaboration platforms, mobile technologies, and enterprise service-management practices.
- Experience leading operational support functions, including incident, problem, change, asset, and knowledge management using enterprise IT service-management platforms.
- Demonstrated ability to manage complex escalations, support senior executives, and make risk-based decisions in fast-paced environments.
- Excellent communication, presentation, and stakeholder-management skills, with the ability to translate technical concepts into business-focused recommendations.
- Strong organizational and collaboration skills, with the ability to lead across regional and global teams and support business-critical events when required.
- Experience in regulated industries and multinational LATAM environments is preferred; Portuguese proficiency, transformation leadership, Agile delivery knowledge, and relevant certifications are advantageous.
Position Details
- Location: Mexico City, Mexico
- Reporting To: Americas Regional Technical Support Lead
- People Responsibility: Regional technical support professionals and service providers
- Travel: Occasional regional travel based on business needs
Measures of Success
Success in this role will be demonstrated through:
- Consistent, reliable, and secure technical support across the region.
- Effective management of incidents, requests, escalations, and service-provider performance.
- Strong stakeholder confidence and a high-quality employee technology experience.
- Timely delivery of regional projects and workplace technology initiatives.
- Improved operational efficiency through automation, standardization, and self-service.
- Accurate documentation, effective knowledge transfer, and compliance with technology controls.
- Development and retention of a capable, collaborative, and accountable regional support team.
Why Join This Team
This role provides the opportunity to:
- Lead a regional technology support organization with a direct impact on employee productivity and experience.
- Partner with senior business leaders and global technology teams.
- Influence workplace technology services and strategy across Latin America.
- Develop high-performing teams and strengthen regional service capabilities.
- Contribute to strategic transformation, modernization, and continuous-improvement 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.