Supervisor de Field Services

Location: Mexico City, Mexico; onsite support and in-person collaboration are part of the role.

Company

hirify.global delivers mission-critical IT services across business process outsourcing, analytics and engineering, applications, security, cloud, IT outsourcing, and modern workplace services.

What you will do

• Own contractual delivery services and ensure operational commitments, SLAs, KPIs, and customer expectations are met.
• Lead staffing, capacity forecasting, headcount planning, scheduling, retention, workload alignment, and service-demand forecasting.
• Monitor infrastructure and onsite support performance, identify risks, manage escalations, and implement corrective actions.
• Coach and develop employees through performance management, feedback, skills development, and team motivation.
• Coordinate with Service Desk, Automation, Account, Global Capability, customer, and other DXC teams to align service execution with business outcomes.
• Drive cost optimization, process transformation, automation, incident reduction, documentation, governance, productivity, and service-quality improvements.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Administration, or a related field preferred; equivalent education and experience may be considered. An associate degree in a technical field with strong related experience may also be considered.
• 6+ years of relevant experience in IT services, infrastructure services, workplace services, field services, service desk, or onsite support operations.
• 2+ years in a similar leadership, supervisory, team lead, service delivery, or associate manager role.
• Experience managing operational teams in a service-driven environment with responsibility for SLAs, resource planning, customer satisfaction, and performance outcomes.
• Experience with ITSM processes, incident management, request management, escalation handling, continuous improvement, and service reporting.
• Strong leadership, ownership, decision-making, accountability, problem-solving, customer focus, analytical, presentation, reporting, and communication skills.
• Knowledge of capacity planning, workforce planning, staffing, retention, scheduling, productivity management, coaching, feedback, development planning, and performance follow-up.
• Understanding of infrastructure services, workplace services, onsite support, endpoint support, asset management, technical support operations, automation opportunities, process improvements, and incident reduction.
• Bilingual Spanish-English capability is required.
• Ability to manage escalations, prioritize competing demands, work under pressure, maintain service quality, and communicate with technical teams, business stakeholders, customer representatives, and senior management.
• Continuous learning mindset and ability to stay current on industry practices, DXC services, customer requirements, and emerging technologies.

Nice to have

• Experience supporting infrastructure technology, end-user computing, onsite support, technical operations, or managed workplace services.
• ITIL Foundation, CompTIA A+, Microsoft Azure Fundamentals, AWS Cloud Practitioner, equivalent technical or service management certifications, or Project+ certification.

Culture & Benefits

• Work model prioritizing in-person collaboration while offering flexibility for wellbeing, productivity, individual work styles, and life circumstances.
• Inclusive culture focused on learning, diversity, inclusion, ethics, and corporate citizenship.
• Global and local teamwork with emphasis on customer and colleague success.