Senior Support Manager

We are looking for a Senior Support Manager to lead a dedicated pod within our Service Desk in Manila. You will be responsible for managing a team of Support Technicians and Client SMEs who support multiple mid-market clients in a managed services environment. This is a leadership role guiding a customer-facing team where service quality, consistency, and experience matter just as much as technical outcomes.

Requirements

• Proven experience leading a customer-facing IT support team in a multi-client MSP or similar environment
• Strong understanding of mid-market client needs, balancing flexibility with consistency
• Broad technical knowledge across enterprise platforms, including Windows Server, Azure, Hyper-V, and core infrastructure
• Solid understanding of IT infrastructure from desktop through to firewall level
• Proven experience with ITIL principles, ticketing systems, and service management disciplines
• Excellent written and spoken English, with a leadership style that inspires trust and performance
• A values-led leader who genuinely aligns with Wow the Customer

Benefits

• Hybrid working arrangements
• 10 paid study days per year, exam fees paid, pay rises for certs
• HMO from day 1 + 1 dependent with dental cover
• Free Uprise access with 1:1 coaching
• Day shift, weekends off*, 25 paid leave days annually
• Employee referral program (₱20,000)
• MVP award (₱10,000)
• Social events, End-of-FY & Christmas parties
• Profit sharing* and loyalty bonuses*