IT Workforce Support Manager

About the role

Welcome to Warner Bros. Discovery... the stuff dreams are made of. Who We Are... When we say, "the stuff dreams are made of," we're not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD's vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what's next... From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive. Your New Role : The IT Workforce Support Manager leads day-to-day support operations, workforce coordination, and service improvement initiatives to ensure reliable, high-quality IT support at the Mexico Capabilities Center . This role manages people, processes, and performance across support functions, aligns service delivery with business priorities, and uses data-driven insights to improve productivity, customer experience, and operational outcomes. The role is highly visible and represents the IT organization while providing day-to-day desktop support to the end-user community . Your Role Accountabilities: Operations / Project Management Oversee daily IT support operations to ensure timely resolution of incidents, service requests, and escalations while maintaining high service quality. Manage workforce planning activities, including scheduling, staffing coverage, queue balancing, and resource allocation across support channels. Own service delivery performance against SLAs, operational targets, and customer experience goals. Lead cross-functional initiatives, including process improvements, tool implementations, service transitions, and support model enhancements. Establish and maintain standardized workflows, documentation, and governance practices to improve consistency, compliance, and operational efficiency. Lead, coach, and develop support team members by setting clear expectations, managing performance, and building organizational capability. Strategy Define and execute workforce support strategies that align IT service delivery with business priorities, growth plans, and evolving operational needs. Identify opportunities to enhance support models, organizational design, and service capabilities through automation, simplification, and continuous improvement. Partner with IT and business leaders to forecast demand, assess operational risks, and plan scalable support capacity. Develop roadmaps for workforce readiness, capability building, and succession planning across the support organization. Evaluate tools, technologies, and vendor partnerships to improve service efficiency, scalability, and end-user experience. Foster a culture of accountability, customer focus, collaboration, and operational excellence across the team. Analytics Monitor and analyze key operational metrics, including ticket volume, backlog, response and resolution times, adherence, utilization , and customer satisfaction. Develop and maintain reports, dashboards, and leadership summaries to communicate performance trends, risks, and improvement opportunities. Use data analysis to identify root causes of service issues, process inefficiencies, and recurring demand patterns. Translate operational insights into actionable recommendations for staffing, workflow optimization, and service enhancement. Support business reviews with performance reporting, capacity modeling, and data-driven recommendations. Ensure data integrity and reporting accuracy to support informed decision-making across the support organization. Qualifications & Experiences: 8+ years of prior experience in a related field (media, entertainment, business development or streaming services industry experience a plus) Superior analytical and problem-solving skills Experience developing financial models in Excel AND facilitating business discussions. Expert user of Microsoft Office (Excel, PowerPoint, Word) to prepare all documents, presentations, graphs, briefings, and worksheets. A passion for accuracy and translating insights into a compelling narrative; able to maintain a balance between the details and the larger picture. Excellent written and verbal communication. Superb relationship building skills. Work collaboratively w/small teams. Ability to handle multiple assignments concurrently Must be bilingual (English - Spanish). Not Required but preferred experience: Bachelor/ Master Degree in Computer Science and/or Management Information Systems Knowledge of and passion for media, entertainment, and technology industries (including key players, growth trends and drivers, new media models, industry structure, etc.) Familiarity with streaming and similar products /services Experience working in a national or global c

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