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Thomson Reuters
Frontline Support Manager
Join Thomson Reuters as a Frontline Support Manager in Taguig, Metro Manila. Lead a team, manage incidents, and enhance customer satisfaction using ServiceNow. 5+ years IT support and leadership experience required. Enjoy hybrid work, career growth, and competitive benefits.
Direct Hire
Mid-Level
ServiceNow Role Type:
Sales
ServiceNow Modules:
DevOps
IT Service Management
Incident Management
Problem Management
ServiceNow Certifications (nice to have):
Job description
Posted on:
April 18, 2025
As a Frontline Support Manager, you will lead a team of frontline support agents, develop and implement KPIs, and manage operational efficiency. You will also be responsible for incident management, customer satisfaction, and collaboration with other departments.
Requirements
- 5+ years IT support experience
- 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
- Experience with content management, digital asset management, and media production software a plus
- Excellent communication, problem-solving, and root cause analysis skills
- Fluent English required; additional languages a bonus
- Customer-focused, independent worker with strong time management
- Proficient in office software and CRM systems (e.g., Salesforce, ServiceNow)
Benefits
- Hybrid Work Model
- Flexibility & Work-Life Balance
- Career Development and Growth
- Industry Competitive Benefits
- Culture
- Social Impact
Requirements Summary
5+ years IT support experience, 3+ years leadership role, degree in Computer Science or related field
