Assistant Technical Support Manager — 24/7 Global Tech Lead

Cambridge University Press & Assessment; Manila; Hybrid; PHP 413,000 - 558,000; Full time

Benefits offered by this job

HMO Coverage and Life Insurance on Day

Paid Annual Leaves

Vesting/Retirement package

Opportunities for career growth and发展

Access to well-being programs

Hybrid work arrangement

Collaboration with diverse teams

Job summary

Cambridge University Press & Assessment in Makati City, Metro Manila, seeks an Assistant Technical Support Manager to lead 24/7 technical support for digital products. The role combines hands-on management with strategic oversight, guiding investigations, and resolving complex issues while mentoring a high-performing team.

The ideal candidate will have proven technical support experience, strong IT troubleshooting skills, and excellent communication with cross-functional teams.

Qualifications

• Proven experience in a technical support role or technical degree with strong IT troubleshooting skills.
• Ability to coach and mentor staff within a fast-paced environment.
• Excellent analytical and problem-solving skills to identify trends and root causes.
• Strong communication, presentation, and influencing skills for cross-functional collaboration.

Responsibilities

• Oversee continuous 24/7 support delivery for your product area across multiple locations.
• Lead issue review, detect trends, decide next steps and escalations based on customer reports.
• Define issues, update knowledge bases, and act as the interface between internal teams, development, and customers.
• Participate in FAQs reviews, contribute to product design for support efficiency, represent global support in projects.
• Manage operations, resource planning, training delivery, service level reporting, and staff oversight.
• Serve as lead contact for customers and stakeholders during critical issues and incident tracking.

Skills

Technical support

IT troubleshooting

Zendesk

Leadership

Stakeholder management

Communication

Training delivery

Education

Relevant technical degree

Tools

Zendesk

Job description

Cambridge University Press & Assessment in Makati City, Metro Manila, seeks an Assistant Technical Support Manager to lead 24/7 technical support for digital products. The role combines hands-on management with strategic oversight, guiding investigations, and resolving complex issues while mentoring a high-performing team.

The ideal candidate will have proven technical support experience, strong IT troubleshooting skills, and excellent communication with cross-functional teams.