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Thomson Reuters
Frontline Support Manager
Join Thomson Reuters as a Frontline Support Manager in Taguig. Lead support teams, enhance processes, and leverage ServiceNow for issue resolution. 5+ years IT experience required. Hybrid work model and career growth offered.
Consulting
Mid-Level
ServiceNow Role Type:
Sales
ServiceNow Modules:
DevOps
Problem Management
ServiceNow Certifications (nice to have):
Job description
Posted on:
April 18, 2025
As a Frontline Support Manager, you will lead, mentor, and develop frontline support agents, manage scheduling, and ensure timely issue resolution. You will also collaborate with other departments, review and refine processes, and use data analytics to identify and resolve recurring issues.
Requirements
- 5+ years IT support experience (media environment preferred), with 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. Journalism/newsroom experience is a plus.
- 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. Thrives in a fast-paced, collaborative environment.
- 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, strong knowledge of Windows/Mac, networking, and IT security, excellent communication and problem-solving skills
