Field Support Regional Manager (LATAM)

We are HCLTech, one of the world’s largest and fastest-growing technology and DSA companies, with over 227,000 professionals across 60 countries, driving progress through industry-leading capabilities focused on Digital, Engineering, and Cloud. The driving force behind this work, our people, is a diverse, creative, and passionate audience that enables us to continually raise the bar for excellence in our services. We strive to empower each of our professionals to achieve their best while helping them find daily inspiration and become the best version of themselves. Your Role and Responsibilities: Responsible for overseeing the day-to-day responsibilities of the Service stream members, including: Deskside Support Services (steady state and project-related) Procurement Support & Asset Management – responsible for the timely processing of procurement orders such as laptops, iPads, and desktops, and developing processes for strict controls and adherence. Mobility Support Managerial Responsibilities: Team Management Manage and achieve client business requirements as outlined in the customer service agreement. Ensure timely and accurate responses to all ServiceNow tickets. Foster and develop a partnership with team members and clients. Forecast and manage workload and reporting, including workload statistics and SLA management. Document standard operating procedures and maintain reference materials. Ensure effective communication among support groups and manage escalation processes. Participate in projects, recommend efficiency improvements, and serve as project manager when appropriate. Assist in technician quality assessment and participate in client conference calls. HR and Administration Management: Hiring, scheduling, training, and performance management of technicians. Coordinate with Accounting and HR for paperwork processing. Ensure adequate support coverage, manage overtime, and administer performance appraisals. Oversee ongoing training and maintain attendance records. Job Requirements Skills: Experience supervising technical personnel in a service environment, leading a team of 15-30 people. Previous field support experience. Excellent communication skills in local language and English; Spanish is a plus. Strong teamwork, customer service dedication, problem-solving, organizational skills, and sound judgment. Proficiency in network infrastructure troubleshooting, hardware troubleshooting, and repair. Technical support experience in the Pharmaceutical Industry is desirable. Ability to perform root cause analysis and determine appropriate actions. Education: College degree in IT or related field. Why choose us? We are a large, diverse, and rapidly growing technology company with offices in over 60 countries and 224,000 employees. We offer a virtual-first work environment, growth opportunities, and comprehensive benefits. Recognized as a "Great Place to Work" and "Top Employer," we value diversity, employee recognition, and respect. Equality & Opportunity for All We are committed to providing equal employment opportunities regardless of race, religion, sex, age, or other protected classifications, in accordance with applicable laws. Additional Details: Seniority level: Mid-Senior level Employment type: Full-time Job function: IT, Consulting, and Project Management Industries: Outsourcing, Offshoring, Consulting, IT System Training, and Support J-18808-Ljbffr

Location: Brasil, BR

Posted Date: 6/13/2025