Manager Level 2 Support

Manager Level 2 Support, Service Management

Thomson Reuters is a global company that is a leader in software that enables attorneys, accountants, and governments to serve their customers efficiently and effectively. We are in the process of looking for an experienced manager to lead our level 2 support team in the LATAM region.

This role will lead a team of talented support specialists who provide both remote and in person support from our Mexico City campus. They will be responsible for day-to-day operations for this team, work as part of a larger global team, and help develop and drive strategies for supporting our global enterprise.

About the role of Manager Level 2 Support, you will be:

• Responsible for organizing resources to provide second level support to internal stakeholders, implement client agreements, provide support for Alpha and Beta programs and setup and maintain support/demo labs as needed.
• Accountable owner of capability to deliver product support within the region or part of the region for the SBU.
• Owner of resources required to deliver required service support in the area.
• Build, develop and lead a highly effective and motivated work force with clearly defined and aligned mission & objectives.
• Responsible for ensuring own staff and contractors have adequate skills and knowledge to perform their duties.
• Responsible for organizing resources to provide second level support to internal stakeholders, implement client agreements, provide support for Alpha and Beta programs and setup and maintain support/demo labs as needed.

About You

You're a fit for the role of Manager Level 2 Support if your background includes:

• 7+ Years of experience in the support role with 3+years of experience in leadership role.
• Experience in PowerBI, Azure, MS Suite, MDM, Interpoint security, meeting room technology.
• Ensure internal technical policies are known by the team and applied consistently.
• Ensure customer documentation, and appropriate manuals, processes and procedures are updated regularly.
• Ensure operational requirements, standards and best practices are factored into planning, implementation and ongoing maintenance.
• Contribute to ongoing refinement and development of operational requirements and standards.
• Take responsibility for selected key projects / activities and provide management bandwidth within the organization.
• Build and maintain effective relationships with internal and external customers.

What's in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• Hybrid Work Model: We've adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters cafe networking.
• Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
• Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should - we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

#LI-GK1

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 25,000 employees across more than 75 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

Accessibility

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

Protect yourself from fraudulent job postings click here to know more.

More information about Thomson Reuters can be found on https://thomsonreuters.com.