Field Services Lead: IT Infrastructure & Onsite Support

DXC Technology Morocco; Ciudad de México; Hybrid; MXN 900,000 - 1,300,000; Full time

Job summary

DXC Technology Morocco seeks an Associate Manager to lead day-to-day delivery of infrastructure, workplace, and onsite support within the contracted scope. You will partner with Service Desk, Automation, and Global Capability teams to ensure aligned service outcomes and customer satisfaction.

You will manage staffing plans, forecast demand, supervise teams, and drive continuous improvement across IT services, with a focus on SLAs, metrics, and governance. Bilingual Spanish-English preferred.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, or a related field preferred; equivalent combination of education and experience may be considered.
• Associate degree in a technical field with strong related experience may also be considered.
• Typically requires 6+ years of relevant work experience in IT services, infrastructure services, workplace services, field services, service desk, or onsite support operations.
• Minimum of 2+ years in a similar leadership, supervisory, team lead, service delivery, or associate manager role.
• Proven experience managing operational teams in a service-driven environment with responsibility for SLAs, resource planning, customer satisfaction, and performance outcomes.
• Experience working with ITSM processes, incident management, request management, escalation handling, continuous improvement, and service reporting.
• Experience supporting infrastructure technology, end-user computing, onsite support, technical operations, or managed workplace services is highly desirable.
• Relevant certifications such as ITIL Foundation, CompTIA A+, Microsoft Azure Fundamentals, AWS Cloud Practitioner, or equivalent technical/service management certifications are a plus.
• Bilingual Spanish-English capability is required.

Responsibilities

• Own and manage contractual delivery services within the defined scope, ensuring operational commitments, SLAs, KPIs, and customer expectations are consistently met or exceeded.
• Lead resource management activities, including staffing plans, capacity forecasting, headcount planning, retention, scheduling, and workload alignment to meet service demand.
• Drive operational excellence across infrastructure and onsite support services by monitoring performance, identifying risks, and implementing corrective actions.
• Manage service performance and SLA adherence through proactive governance, reporting, issue tracking, and escalation management.
• Lead people development activities, including coaching, performance management, skills development, feedback, and support for junior team members or supervisors.
• Partner with Service Desk, Automation teams, Account teams, customer points of contact, Global Capability teams, and other DXC functions to align service execution and business outcomes.
• Forecast ticket volumes, service demand, and resource needs to ensure appropriate coverage and continuity of support.
• Drive improvement projects focused on cost optimization, budget awareness, Total Customer Experience, operational efficiency, productivity, and service quality.
• Lead process transformation initiatives to achieve departmental objectives and improve repeatability, governance, documentation, and service delivery maturity.
• Promote automation and proactive incident reduction plans to reduce recurring issues, improve resolution time, and strengthen service reliability.
• Support incident, request, infrastructure, asset, and onsite support operations by ensuring teams follow standard processes, contractual requirements, and customer procedures.
• Maintain strong customer relationships up to senior stakeholder level by communicating clearly, managing expectations, and ensuring service alignment with business needs.

Skills

Leadership

ITSM

SLA Management

Resource Planning

People Management

Stakeholder Communication

Automation Awareness

Education

Bachelor's degree in IT/CS/Engineering

Job description

DXC Technology Morocco seeks an Associate Manager to lead day-to-day delivery of infrastructure, workplace, and onsite support within the contracted scope. You will partner with Service Desk, Automation, and Global Capability teams to ensure aligned service outcomes and customer satisfaction.

You will manage staffing plans, forecast demand, supervise teams, and drive continuous improvement across IT services, with a focus on SLAs, metrics, and governance. Bilingual Spanish-English preferred.