Manager - End User Support

Tricentis has expanded rapidly since its founding in 2007.

Headquartered in the heart of Austin, Texas, Tricentis has office locations throughout the world.

We are looking for people who are dynamic, passionate, and versatile – from entry-level to seasoned pro.

Now, we are expanding our footprint here in Manila, Philippines! Join us and be a part of a pioneering team.

Come join an exciting, fast-paced company where you will manage a hands-on, technical, and customer-facing support team that delivers first-rate customer service across the Tricentis organization! We are seeking a dynamic and experienced manager to join our team and lead our APAC support operations.

As the Manager of End User Support, you will be responsible for leading both Tier 1 and Tier 2 support teams that provide technical assistance to Tricentis team members.

This role is both strategic and hands-on, involving the development and oversight of the Tier 1 support function, with a focus on operational excellence, service quality, and customer satisfaction.  You will drive continuous improvement in support operations by implementing best-in-class practices, managing key performance metrics, and cultivating a culture of responsiveness and collaboration.

This position requires a strong leader who thrives in a customer-centric environment and has a passion for building high-performing teams.

Key Responsibilities:


* Lead and manage the end user support team, including hiring, training, and performance management.


* Develop and implement support policies, procedures, and best practices to enhance service delivery.


* Monitor and analyze support metrics to identify areas for improvement and implement corrective actions.


* Collaborate with other IT departments to ensure seamless support for all users.


* Handle escalated support issues and provide timely resolutions.


* Maintain up-to-date knowledge of industry trends and technologies to continuously improve support services.


* Prepare and present regular reports on support activities and performance to senior management.


* Foster a positive and collaborative team environment.

Essential Requirements


* Bachelor's degree in Information Technology, Computer Science, or a related field.


* Proven experience in managing and leading a support team


* Minimum 5 years’ experience in an IT Management Role


* Fluent English Speaker


* Strong problem-solving and analytical skills.


* Excellent communication and interpersonal skills.


* Ability to work in a fast-paced and dynamic environment.


* Proficiency in support ticketing systems and IT service management tools.


* Strong knowledge of Asset Management concepts (asset deployment, asset retrieval, disposal, inventory management)


* Exceptional customer service orientation and great sense of urgency


* On-Call Availability

Experience to include:


* Excellent skills in customer service, teamwork, d...