1,007 IT Support Manager jobs in the Philippines

Job Responsibilities:

• Team Management: Oversee and manage a diverse team of over 30 technical support professionals, ensuring effective collaboration between remote and onsite staff.
• Task Management: Monitor and manage day-to-day operations of the technical support team, ensuring timely resolution of issues and high-quality service delivery.
• Technical Expertise: Provide guidance and support in troubleshooting hardware and software issues, particularly related to POS systems, PC hardware setup, database troubleshooting, and basic networking.
• Training and Development: Develop and implement training programs for team members to enhance their technical skills and customer service capabilities.
• Performance Monitoring: Establish performance metrics and regularly review team performance, providing constructive feedback to team members to foster continuous improvement.
• Customer Communication: Serve as an escalation point for complex technical issues, communicating effectively with customers to ensure their concerns are addressed promptly.
• Analytical Skills: Utilize analytical skills to assess team performance, identify areas for improvement, and implement strategic solutions to enhance overall service quality.

Job Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Previous experience in a similar role within the technology or retail sectors.
• Proven experience in managing a technical support team of 30+ members.
• Strong background in task management and monitoring technical support operations.
• Technical knowledge of POS systems, PC hardware setup, database troubleshooting, and basic networking.
• Demonstrated experience in troubleshooting both hardware and software issues.
• Excellent communication and interpersonal skills, with the ability to communicate complex technical concepts clearly.
• Strong analytical skills to assess team performance and implement improvements.

If you are a motivated leader with a passion for technology and a commitment to providing exceptional support, we invite you to apply for the Technical Support Manager position

The Technical Support Manager is responsible for the day-to-day operations of the Technical Support Group, providing end-user support to SMDC employees, ensuring that all IT equipment, productivity tools and services are available and accessible for use.

DUTIESANDRESPONSIBILITIES

1. Direct and coordinate a team of Technical Support Engineers
2. Prioritize IT-related problems as they come in SMITH and escalate when necessary
3. Assign problems/tasks to Technical Support Engineers
4. Regularly analyze and review logs to determine if problems are recurring or imminent and develop solutions before they occur
5. Analyze situations and determine resources needed to solve them
6. Make decisions quickly, often with limited information
7. Follow up with customers to gauge their satisfaction with problem resolution; identify technical support problem areas (i.e. negative trends) and, if warranted, implement corrective actions
8. Ensure ongoing training for technical support staff; advise technical support staff on career planning; maintain and analyze training records
9. Provide data, management reports and other relevant information necessary for IT-BPM Management in making informed decisions
10. Coordinate with ITSS and SMPHI to implement rapid problem resolution and service requests, and more importantly, corrective and preventive action to prevent the occurrence and recurrence of problems.

JOB
QUALIFICATIONS
AND
SKILLS
REQUIRED

1. A bachelor's degree in computer engineering or equivalent IT courses
2. Good oral and written communication skills and the ability to work well with people at all levels
3. Must be able to work quickly and methodically; problem solver
4. Customer focused; a positive, take-charge attitude
5. Strong computer, analytical and organizational skills
6. 10+yearsofexperience in technical support; Experience as a team leader in any area of IT will be considered

7.Appropriate project management and/or technical support management certification is preferred

Responsibilities:

• Providing technical support to teams within the organization when required

• Resolve customers' enquiries or issues upon escalation from internal and external source, ensuring proper follow-up to the final closure.

• Maintaining and updating technical documents and procedures

• Identifying and resolving system issues

• Perform daily system monitoring, verifying integrity and availability of Cartrack's application

• Perform daily post installation/ QA validation

• Review systems and application logs for remote diagnostic of field devices

• Provide training and assistance to users of Cartrack application systems

• Provide on-site field support and installation

• Verify completion of scheduled jobs

• Internal IT support

Requirements:

• Diploma or Degree in Electrical, Electronic and Telecommunications Engineering with outstanding academic performance or equivalent industry experience

• Minimum 3 years of experience in the IT service industry.

• Proficient in English

• Excellent communication and interpersonal skills

• Hands-on and a positive attitude

• Technically independent with good initiative

• Strong analytical problem-solving skills with an out-of-box approach in providing solutions

JOB SUMMARY:

Provide overall technical support to Operations and Business Development Team, Ensure 24/7 reliability of equipment and its system with proper preventive maintenance program including renewal of its regulatory permits. Ensure Basic Life and Safety are in place across all managed properties: Provide 24/7 assistance for equipment or system troubleshooting or repair until the property is back to normal operation.

JOB DESCRIPTION:

1. Conduct twice a year comprehensive audit in all managed properties.
2. Ensure closure of Critical/Major/Minor Audit Findings.
3. Ensure Engagement of Preventive Maintenance Program in all Equipment and System with Service Contracts in all manage properties.
4. Ensure Renewal of Regulatory Permits of Equipment and its System.
5. Introduce Preventive Maintenance Cost and Maintenance Cost with duration for budgetary purposes.
6. Introduce Energy Conservation Programs like LED replacement in all managed properties.
7. Provide assistance in special projects needed for managed properties.
8. All other related duties and tasks which may be assigned from time to time.

JOB QUALIFICATIONS:

1. License Mechanical, Electrical, Civil Engineer or Architect
2. At least 5 to 7 years working experience in related field
3. Experience in Customer Service related is an advantage
4. Knowledgeable in Philippine Code Based Requirements
5. MS Office Proficient(MS Excel, PowerPoint, Word)
6. Good Interpersonal Skills
7. Keen in Details

We're Hiring: Technical Support Manager – MDM/UEM (Remote)

Location:
Remote for now, Manila Based (Philippines)

Employment Type:
Full-time

Experience:
8+ years in Technical Support, 3+ years in a leadership role

Are you an experienced leader in technical support with deep expertise in
MDM/UEM solutions
? Join our dynamic and globally distributed team as a
Technical Support Manager
, and help us deliver exceptional support experiences for customers around the world.

About the Role

As a
Technical Support Manager
, you will lead a global team across
L1, L2, and L3 tiers
, ensuring timely resolution of complex technical issues, customer satisfaction, and continuous improvement of support processes. You'll collaborate closely with
Product, Engineering, and QA
teams to elevate the overall support function.

Key Responsibilities

• Lead and mentor a distributed team of technical support engineers (L1–L3).
• Ensure high-quality, timely resolution of customer issues related to MDM/UEM platforms.
• Define and monitor KPIs, SLAs, and performance metrics.
• Manage custoPlease mer escalations with professionalism and urgency.
• Collaborate cross-functionally with internal teams to resolve complex issues.
• Drive continuous improvement initiatives across processes and tools.
• Develop support documentation, training programs, and knowledge bases.
• Contribute to hiring, onboarding, and career development of team members.

Required Skills & Experience

• 8+ years in technical support roles, with 3+ years in a managerial capacity.
• Expertise in MDM/UEM platforms such as
  VMware Workspace ONE, Microsoft Intune, MobileIron, or IBM MaaS360
  .
• Strong troubleshooting, analytical, and communication skills.
• Familiarity with tools like
  Zendesk, Freshdesk, Jira, Salesforce
  , etc.
• Proven ability to thrive in fast-paced, customer-centric environments.

Preferred Qualifications

• Technical certifications in MDM/UEM platforms.
• ITIL or equivalent service management certification.
• SaaS or enterprise software experience.

Please send me your CV

Join Our Team as a Customer Support Manager

The Customer Support Manager is responsible for leading the Customer Success support function to ensure customers receive timely, effective, and high-quality support. This role leads a support team, handles escalations, oversees daily operations, and works with cross-functional teams to enhance customer satisfaction, product adoption, and continuous improvement.

Key Responsibilities:

• Lead, mentor, and develop a team of customer support specialists, fostering a customer-first culture.
• Manage performance through coaching, feedback, and career development planning.
• Establish and monitor KPIs such as response time, resolution time, and customer satisfaction.
• Act as the escalation point for complex or high-priority issues, ensuring timely resolution.
• Build and maintain strong customer relationships through clear communication and support.
• Provide executive-level updates on critical incidents.
• Oversee daily operations, including ticket triage, prioritization, and workflow management.
• Implement and refine support processes, knowledge base content, and best practices for efficiency and scalability.
• Analyze support metrics to identify recurring issues, risks, and opportunities for improvement.
• Collaborate with Engineering, Product, and Customer Success teams to address feedback and drive enhancements.
• Support smooth customer transitions from onboarding to steady-state support.
• Provide insights on product usability, support trends, and customer needs.
• Champion initiatives to improve customer experience, reduce time-to-resolution, and expand self-service.
• Ensure support readiness for product releases and train the team on new features.

Qualifications:

• Proficient in ticketing systems, CRM platforms, and support tools (e.g., Zendesk, Salesforce, Jira).
• Strong leadership experience managing high-performing support teams.
• Skilled in handling escalations and high-pressure situations with professionalism.
• Analytical and problem-solving abilities, using support metrics to drive improvements.
• Able to balance customer satisfaction with business goals.
• Excellent written and verbal communication skills in English, with the ability to simplify complex concepts.

Why Connext?

• Competitive Compensation
• Perfect Attendance Bonus
• Company-Provided Equipment
• 25% Night Differential Pay
• Life and HMO Insurance Coverage
• 20 Leave Credits
• Good Company Culture

Discover your 100% YOU with MicroSourcing

Position: Retail Support Manager

Location: Eastwood, Libis, Quezon City

Work setup & shift: Onsite | Dayshift 

Why join MicroSourcing?

You'll have:

• Competitive Rewards*: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:

• Ensure the smooth operation and strategic advancement of all retail support channels by implementing clear team deliverables, timelines and effective processes
• Responsible for support multiple departments to ensure efficiency, compliance, and exceptional customer service across our brands and retail network
• Implement and champion disciplined processes and measurement practices to continuously enhance our ROI and strategic direction.
• Lead, coach and develop a multi-skilled support team
• Support teams with escalations, complex queries and quality assurance
• Build strong relationships with internal departments and external partners
• Collaborate with product, operations, property, compliance, maintenance and IT
• Work with stakeholders to unlock efficiency across brand, local, store & retail
• Align support strategies with broader corporate goals
• Lead a diverse team accountable for pricing, master data, analytics, customer service, IT, Supplier rebates and our point of sale systems
• Establish positioning and identify target audiences across channels and segments
• Develop and present initiatives and strategies to senior management, communicating through reporting and insights

What You Need:

Non-negotiables

• 5+ years operational leadership experience
• A support background in retail/consumer led business
• Bachelor's degree in business, finance or related degree
• Proven experience of leading a diverse generalist team of 10+ team members within a transformational role
• Ability to identify business opportunities and bring new ways of working to commercial discussions, ability to provide guidance, clear deliverables and timeframes
• Ability to work independently in a fast-paced environment and pivot quickly
• Experience in Master Data, Point of Sale, pricing would be preferred
• Proven experience developing customer-led roles
• Commercially astute and metrics-driven
• Demonstrable history of implementing processes and building high performing teams
• Project Management; Staying ahead of the requirements and deliverables while leading a team to stay on track
• Proficiency in Excel, data analysis software

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%

For more information, visit

*Terms & conditions apply