• Manager, Technical Support

    Location PH-Fort Bonifacio, Taguig
    Job ID
    # Positions
    Category (Candidate Search)
    Position Type
    Business Group
    SolarWinds MSP
  • Overview

    SolarWinds was built by network and systems engineers who know what it takes to manage today’s dynamic IT environments. For over 10 years, we have combined this expertise with a deep connection to the IT community to create network, applications and storage management software that’s changing expectations for the enterprise software experience. As we continue to grow our footprint throughout the world, an amazing opportunity has been created for a motivated leader to join our Philippine team as the Technical Support Manager for our MSP business unit.


    This position is responsible for managing a team of technical support professionals. As the successful candidate you will manage staff development through regular feedback, monitoring and appraisals as well as the day-to-day duties of each team member; ensuring that each customer interaction is exceeding customer and company expectations. 


    At the heart of our global operations is a talented and diverse team of professionals committed to making Solarwinds MSP a market leader. We are seeking dedicated, creative and driven individuals to join our team and grow professionally with us. We provide excellent benefits, competitive salaries and promise you a world of opportunities.


    Coach and counsel team members through a defined performance management process
    Manage all incoming and outgoing customer contacts to ensure quality standards are exceeded
    Responsible for developing and tracking individual training and professional development plans
    Responsible for developing corrective improvement plans based on customer arrival patterns and ensuring all service levels are met or exceeded
    Continuous review of all processes to ensure we are leveraging the most efficient way to do business
    Contact point for internal and external customer requests for escalation
    Assists with the development of priorities, objectives and strategies to achieve business goals

    North America Shift Coverage


    Minimum of 3-5 years of applicable managerial experience in a high contact or specialized support environment
    Excellent customer service skills
    Advanced proficiency with MS Office Apps (excel, word and powerpoint)
    Candidate must have excellent written and spoken English
    Proven ability to build, motivate a team of highly trained support professionals
    Ability to analyze, understand and respond to daily support metrics 
    Ability to make adjustments, and change course rapidly
    Proven ability to provide expertise and best practice implementation
    Ability to adapt to changing business issues and requirements

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