Senior Support Manager at First Focus | Muntinlupa, Philippines

First FocusMuntinlupa, Metro Manila, Philippines

Hybrid Full-time

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Experience Level

Senior Level Manager

Qualifications

To excel in this role, you should possess:A proven track record of leadership in a service desk or technical support environment. Strong communication and decision-making skills. Experience in managing and developing teams within a multi-client managed services environment. A customer-centric mindset with a commitment to enhancing service quality. Ability to handle escalations and complex customer issues effectively.

About the job

The Role in Brief
As a Senior Support Manager, you will oversee a dedicated team within our Service Desk located in Manila. Your leadership will guide Support Technicians and Client Subject Matter Experts (SMEs) as they assist multiple mid-market clients in a managed services setting. This role prioritizes not just technical outcomes but also exceptional service quality and client experience.

Your Responsibilities
You will be responsible for the entire ticket management process, ensuring accountability for flow, quality, prioritization, escalations, and outcomes within your team. While you will coach your team to enhance service standards, you will remain engaged with ticket management to identify issues early, guide decisions, and intervene when necessary. Your goal is simple: ensure that customers feel genuinely supported rather than lost in a queue.

At First Focus, our motto is “Wow the Customer”; it’s the standard we uphold.

About First Focus
First Focus is Australia’s premier mid-market Managed Services Provider, recognized as #1 by Cloudtango for eight consecutive years. With over 15 years of steady growth, our team has expanded to more than 300 staff across Australia, New Zealand, the Philippines, South Africa, and Ireland.

We are a stable and focused organization, meticulously selecting our clients and investing significantly in our employees while avoiding chaos for the sake of growth. Our leadership team is experienced, present, and truly supportive.

For more insights into our operations and values, visit: https://www.firstfocus.com.au/about-us/

Why You’ll Love Working Here

You will lead a defined team within an established MSP, not a reactive call center.
Collaborate with strong Client SMEs, Tech Leads, and Service Delivery personnel already in place.
Receive support from leadership that understands the challenges of a Service Desk.
Focus on “Wow the Customer” rather than merely closing tickets.
Enjoy hybrid working arrangements that allow for a better work-life balance.
Receive dedicated time and resources for training, development, and leadership growth.

About First Focus

First Focus stands out as Australia’s leading mid-market Managed Services Provider, celebrated for its consistent performance and dedication to client satisfaction. With a diverse presence across multiple countries, we prioritize stability and invest deeply in our workforce to foster a supportive and efficient work environment.

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