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Thomson Reuters
Frontline Support Manager
Join Thomson Reuters as a Frontline Support Manager in Taguig, Metro Manila. Lead support teams, enhance efficiency, and leverage ServiceNow for operational success.
Direct Hire
Mid-Level
ServiceNow Role Type:
Sales
ServiceNow Modules:
Problem Management
ServiceNow Certifications (nice to have):
Job description
Posted on:
April 18, 2025
As a Frontline Support Manager, you will lead and develop frontline support agents, manage performance, and improve operational efficiency. You will also collaborate with other departments and use data analytics to identify and resolve recurring issues. You will partner with Product, Tech, and Sales teams to align support strategies with business objectives.
Requirements
- 5+ years IT support experience (media environment preferred)
- 3+ years in a leadership role
- Degree in Computer Science, IT, Journalism, or related field
- ITIL experience a plus
- Strong knowledge of Windows/Mac, networking (TCP/IP, DNS, DHCP), and IT security
- Excellent communication, problem-solving, and root cause analysis skills
- Customer-focused, independent worker with strong time management
- Proficient in office software and CRM systems (e.g., Salesforce, ServiceNow)
Benefits
- Flexible vacation
- Two company-wide Mental Health Days off
- Access to the Headspace app
- Retirement savings
- Tuition reimbursement
- Employee incentive programs
- Resources for mental, physical, and financial wellbeing
Requirements Summary
5+ years IT experience, 3+ years in leadership, strong knowledge of Windows, Mac, and IT security, excellent communication and problem-solving skills, customer-focused with strong time management
