Job Description

Ever been the calm, sensible adult in a busy service desk room?
The one who can juggle people, priorities, customers, and the occasional “everything is on fire” moment, all before merienda and without flipping a desk?

Good. We’re looking for you.

The Role, in Plain English
This is a Senior Support Manager role, managing a dedicated pod within our Service Desk in Manila.
You’ll be leading 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.

You will own the ticket environment end to end. That means accountability for flow, quality, prioritisation, escalations, and outcomes across your pod. You’ll still be coaching your team and lifting service standards, but you’ll stay close enough to the tickets to spot issues early, guide decisions, and step in when experience and judgement are required. The goal is simple: customers feel genuinely supported, not stuck in a queue.
At First Focus, Wow the Customer is not a slogan. It’s the bar.

About First Focus
First Focus is Australia’s #1 mid-market Managed Services Provider, ranked #1 by Cloudtango for eight years running. We’ve grown steadily for over 15 years and now have 300+ staff across Australia, New Zealand, the Philippines, South Africa, and Ireland.

We are stable, focused, and selective. We choose our clients carefully, we invest heavily in our people, and we avoid chaos for the sake of growth. Our leadership team is present, experienced, and genuinely supportive.
You can read more about how we operate and what we value here:
https://www.firstfocus.com.au/about-us/

Why You’ll Love This Role

• You lead a defined pod in a mature MSP, not a reactive call centre
• Strong Client SMEs, Tech Lead and Service Delivery already in place
• Leadership that understands Service Desk challenges and backs you
• A clear focus on Wow the Customer, not just closing tickets
• Hybrid working, so Manila traffic does not control your life
• Time and support for training, development, and leadership growth

What You’ll Be Doing

• Leading and developing Team Leads and Support Engineers in a multi-client MSP environment
• Owning service performance, SLAs, and customer satisfaction across your pod
• Acting as the senior escalation point for service and customer issues
• Coaching your team to improve decision-making, communication, and accountability
• Working closely with Service Delivery, Engineering, and Client Services teams
• Identifying trends, risks, and root causes across customers and services
• Continuously lifting the customer experience, not just meeting minimum standards

Requirements

What We’re Looking For

• 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

Office Addresses

• 29th Floor, Robinsons Cyberscape Gamma, Topaz Road, Ortigas Pasig City Metro Manila Philippines
• 26th floor, Axis Tower One Building, Filinvest Ave, Alabang, Muntinlupa

Benefits

The Good Stuff (Philippines Internal Role)

• Hybrid working arrangements
• “Never Stop Growing”: 10 paid study days per year, exam fees paid, pay rises for certs (conditions apply)
• 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*

Neurodiversity Statement
First Focus welcomes applications from Neurodiverse candidates. We recommend & appreciate disclosure along with the application so that a copy of our Neurodiversity Statement can be provided outlining the flexible options we can offer to best showcase your skills.

Ready?
If you enjoy leading smart people, untangling tricky service problems, and turning “how did this even happen?” into “wow, that was handled well”, you’ll fit right in here. If that sounds like you, we’d love to hear from you.