MANAGER, TERRITORY TECHNOLOGY LATAM

At WeWork, we provide inspiring and flexible workplace solutions to help businesses - small, medium or large - thrive in more than 150d cities globally.
The future of work is happening right now, and we are leading this moment.
United by a common purpose, here we will empower tomorrow’s world at work.
Join us on our journey as we give our members the freedom and support to push boundaries in their industries, and work to redefine our own.
About The Opportunity We are looking for a Manager, Territory Technology to own the service delivery & support of WeWork IT & AV infrastructure in the territory.
This role will be focused on supporting a territorial and local team in working with a variety of stakeholders to ensure our Members are delivered a seamless and memorable Technology experience.
In this role, you will.
Manage a team of Tech Leads and Senior Leads across your Territory Be the single point of contact regarding Territory Specific WeWork Technology escalations for the General Manager and Territory team.
This will include responding to escalations, coordinating resources, and follow-up through to resolution Manage the Territory Tech team and our technology vendors to ensure best-in-class support and service, including ensuring compliance of KPI’s, SLAs and other performance measures.
Manage, troubleshoot and respond to support requests as/when needed alongside your team and external stakeholders.
Accountable for the Technology related Opex Costs and Revenue (from sold Technical Services), Member Technology-related NPS, and the management and administration of technical services and assets/service acceptance for each building in the Territory Responsible for evaluating staffing levels and partnering with HR and leadership on recruitment Work with vendors to conduct Planned Preventative Maintenance Activities to proactively identify and resolve Technology issues  Manage and engage third party vendors for operational projects and approved installs/removals Coordinate and partner with our Break Fix, Service Desk, NOC and Network Engineering teams for troubleshooting and resolution of technology driven WeWork services.
Educate and assess capabilities related to IT troubleshooting practices for the location-based Community Teams to ensure they can provide level one technical support to the Members Coordinate and partner with leadership on continuous improvement - Use existing, emerging, and innovative technologies to enhance the Member Experience and improve/streamline technology services processes Proactively ensure that issues with in-building technology are anticipated and resolved before they happen.
These can be mitigated by identifying trends in ticket data, member experience surveys, and identifying chronic or recurring IT issues.
Partner with other internal teams and follow through  to resolution and direct internal escalations as required Support mission-critical infrastructure for Corporate employee locations and partner directly with internal and external teams for expedited resolution Ability to be on-site and travel between multiple sites within your territory as needed; this is not a remote/WFH position.
Occasional overnight travel between markets may be required   About You Does the below sound like you? If so, we’d love to hear from you!   A Bachelor's degree in a relevant technical field or an associate degree and 4+ years of technical experience preferred (support, field work, CCNA, etc.) with a demonstrable understanding of Networking Ability to use discretion and judgment in evaluating problems and creating solutions for Members Ability to build positive relationships with our Members and employees by using your specialized capabilities to ensure a positive outcome including fostering teamwork and collaboration within your direct team and internal/external stakeholders Demonstrate excellent customer service skills including empathy, diplomacy, and problem ownership Ability to effectively communicate technical information, both verbal and written, to a wide range of end-users, including non-technical users Alongside good technical skills, the ideal candidate will be a proactive self-starter with the ability to work autonomously as well as collaboratively Advanced knowledge of the operation of Microsoft and Apple based business applications and operating systems Familiarity with networking principles, architecture and basic support, i.
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Cable testing, ping tests, traceroutes, and operating system specific network configuration IT Management certifications (a plus).
ITIL, ITSM Technical certifications (a plus).
CompTIA A+, Network+, CCNA, CCNP, Microsoft/Mac certifications or equivalent    Life At WeWork Being a WeWorker is more than just a job.
We believe the magic of work is sparked by the passion you bring, the places you go, the people you meet and the purpose you follow.
And it starts here.
Here you will brush shoulders with those who dare to dream and do.
Here you will be welcomed by a diverse community that embraces and inspires you—because together we can achieve more.
Here we challenge ideas, and explore new ways of getting things done.
Whether you are part of our Employee Community Groups, or part of a global project, we ask you to bring your open-minded attitude and collaborative spirit.
In return, you will be part of a team where your unique perspectives are celebrated.