Field Service Manager

Location: Mexico City, Mexico; in-person collaboration is prioritized with flexibility for individual work styles and circumstances.

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

• Lead and supervise field technician teams distributed across multiple geographic areas.
• Manage and optimize dispatch, technician assignments, scheduling, and geographic coverage based on location, availability, skills, priorities, and service requirements.
• Monitor SLAs, response times, incident resolution, productivity, and operational KPIs.
• Manage critical situations, escalations, schedule changes, and service continuity.
• Collaborate with Technical Support, Operations, Service Desk, Incident Management, Customer Service, clients, and other stakeholders.
• Drive continuous improvement through corrective actions, performance monitoring, training, coaching, and improved resource allocation.

Requirements

• Proven experience leading field technicians or operational personnel distributed across multiple geographic locations.
• Experience coordinating technical services, dispatch operations, technician scheduling, or field-resource allocation.
• Fluency in Spanish and English, spoken and written.
• Experience in IT service operations, technical support, technology equipment maintenance, or managed services.
• Knowledge of ticketing systems, incident management tools, work-order management, and service-scheduling platforms.
• Experience monitoring SLAs, KPIs, productivity, and response times.
• Strong leadership, organizational, planning, problem-solving, communication, coordination, and decision-making skills.
• Ability to manage multiple priorities in dynamic, high-demand environments.

Culture & Benefits

• In-person collaboration is prioritized while flexibility supports wellbeing, productivity, individual work styles, and life circumstances.
• Supportive global and local teamwork focused on customer success.
• Culture of learning, diversity, inclusion, strong ethics, and corporate citizenship.