Location Mexico City, Mexico Category Technology Careers Job Id JREQ****** Job Type Full time Hybrid
**Technical Support Manager - Level 2 (Salesforce)**
Do you have experience in IT Services?
Are you passionate about the chance to bring your experience to a world-class company that is market-leading for both content and technology?
If yes, we are looking for you!
Join our team and be part of our Service Management team.
Thomson Reuters is transforming how it supports the technology Products and Platforms delivered to customers and employees.
This role will lead a high-performing team of talented specialists who provide world-class support for Commercial Engineering.
You 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 and continuously improving our integral enterprise.
**About the Role**
In this opportunity as a **Technical Support Manager - Level 2 (Salesforce)** you will:
- Be a key contributor to the Service Management leadership team.
- Drive continual service improvement and innovation in productivity, software quality, and reliability, including meeting/exceeding SLAs.
- Responsible for developing, monitoring and analyzing business operational and technical key metrics.
- Effectively articulate complex problems, concepts, and solutions to varied audiences.
- Contribute to the strategy of the department and drive implementation of department goals that support the company's core values.
- Lead complex initiatives such as large-scale upgrades.
- Partner with security, data center, and service governance teams to deliver compliance with internal and external standards, expectations, and certifications.
- Ensure documentation, processes, and procedures are updated regularly.




- Act as an escalation point for staff and internal customers.
Participate in the budgeting process.
- Provide coaching and mentoring to staff.
- Foster a continuous learning culture and a curiosity about emerging technologies.
**About You**
You're a fit for the role if your background includes:
- 7+ Years of experience in software development and/or technology infrastructure and operations with** 3+ years of experience in a leadership role**.
- Bachelor's degree or equivalent required; Computer Science or related technical degree preferred.
- Fluent in speaking and writing English.
- Proven ability to set direction and inspire team members to engage and successfully deliver on a vision.
- Knowledge about COPADO and GitHub
- Proven track record of success driving projects and initiatives even with ambiguous details provided.
- Strong customer service, problem solving, organizational and conflict management skills.
- Strong IT Service Management and standards experience.
- Excellent critical thinking, communication, presentation, documentation, troubleshooting, and collaborative problem-solving skills.
- Proven ability to learn new technologies quickly.
- A management style that is collaborative, energetic, and results oriented.
- Hands-on experience with programming and scripting languages.
- Comfortable in a fast-paced environment and motivated by complex technical and business challenges.
- ITIL Certification preferred.
LI-FZ1




**What's in it For You?
**
- **Hybrid Work Model**: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
- **Flexibility & Work-Life Balance**: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset.
This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
- **Career Development and Growth**: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions.
Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
- **Industry Competitive Benefits**: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
- **Culture**: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more.
We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
- **Social Impact**: Make an impact in your community with our Social Impact Institute.
We offer employees two paid volunte

📌 Technical Support Manager - Level 2 (Salesforce) (Xico)
🏢 Thomson Reuters
📍 Xico