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Thomson Reuters
Frontline Support Manager
Join Thomson Reuters as a Frontline Support Manager in Taguig, leading a team to enhance customer satisfaction using ServiceNow. 5+ years IT support required.
Consulting
Mid-Level
ServiceNow Role Type:
Sales
ServiceNow Modules:
Governance, Risk, and Compliance
IT Service Management
Incident Management
Problem Management
ServiceNow Certifications (nice to have):
Job description
Posted on:
April 16, 2025
As a Frontline Support Manager, you will lead a team of support agents, develop and implement KPIs, and ensure 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
- Strong knowledge of Windows/Mac, networking, and IT security
- Excellent communication, problem-solving, and root cause analysis skills
- Fluent English required; additional languages a bonus
- Proficient in office software and CRM systems (e.g., Salesforce, ServiceNow)
- Flexible for hybrid work arrangements
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
- Work from anywhere for up to 8 weeks per year
- Hybrid model
- Two paid volunteer days off annually
- Opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives
Requirements Summary
5+ years IT support experience, 3+ years leadership role, Computer Science or related field degree, Strong Windows/Mac knowledge
