Technical Support Manager

1 day ago

Manila, National Capital Region, Philippines Ascent Sourcing Full time $342,693 - $570,200 per year

Technical Support Manager

Philippines (Remote) - Will transition to full-time in Manila office once it opens in approximately 6 months

$60,000 USD (₱3,426,930 PHP) - $80,000 USD (₱4,570,200 PHP)

Our client, a leader in Unified Endpoint Management is seeking a Technical Support Manager. The client now works with organisations in over 100 countries with a centralized UEM platform for enterprise-wide applications, Identity & threat management, Device and Content management.

We are seeking a highly motivated and experienced Technical Support Manager to lead a global support team across L1, L2, and L3 tiers. The ideal candidate will have a strong background in MDM/UEM products, excellent leadership skills, and a passion for delivering exceptional customer experiences.

Key Responsibilities:

  • Lead and manage a distributed technical support team handling L1, L2, and L3 support functions.
  • Ensure timely and high-quality resolution of customer issues related to MDM/UEM platforms.
    • Collaborate with Product, Engineering, and QA teams to escalate and resolve complex technical issues.
  • Define and monitor KPIs, SLAs, and support metrics to drive performance and customer satisfaction.
  • Develop and implement support processes, documentation, and training programs.
  • Handle customer escalations with professionalism and urgency.
  • Drive continuous improvement initiatives to enhance support efficiency and effectiveness.
  • Participate in hiring, onboarding, and mentoring of support engineers.

Required Skills & Experience:

  • Proven experience managing technical support teams across multiple tiers (L1–L3).
  • Strong domain knowledge in MDM/UEM solutions (e.g., VMware Workspace ONE, Microsoft Intune, MobileIron, IBM MaaS360, etc.).
  • Excellent troubleshooting and problem-solving skills.
  • Strong communication and stakeholder management abilities.
  • Experience with support tools like Zendesk, Freshdesk, Jira, Salesforce, etc.
  • Ability to work in a fast-paced, customer-focused environment.

Preferred Qualifications:

  • Technical certifications in MDM/UEM platforms.
  • ITIL or similar service management certification.
  • Experience working in SaaS or enterprise software environments.

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