Global Frontline Support Lead - AI, Analytics & Impact

THOMSON REUTERS CORP PTE LTD - PHILIPPINE BRANCH; Taguig; Hybrid; PHP 1,339,000 - 2,009,000; Full time

Job summary

Thomson Reuters is seeking a Front Line Support Manager to lead a global frontline support team from Manila. You will mentor analysts and team leads, design cross‑regional shift patterns, and translate priorities into frontline operating plans.

In this role you will own incident and problem management, frontline data reporting, and the AI/automation roadmap to improve response times and customer outcomes. A strong leadership background, ITIL knowledge, and experience building high‑performing

Qualifications

• 5+ years in IT support or helpdesk roles, preferably in a media environment.
• Experience leading a distributed team across time zones.

Responsibilities

• Lead frontline support team including analysts and Team Leads.
• Own incident, problem and knowledge management within ITIL framework.

Skills

Leadership

Team management

Data literacy

CRM systems

English proficiency

IT helpdesk

Communication

Problem solving

Education

Higher education in Computer Science/Information Technology/Journalism

Tools

Salesforce

ServiceNow

Job description

Thomson Reuters is seeking a Front Line Support Manager to lead a global frontline support team from Manila. You will mentor analysts and team leads, design cross‑regional shift patterns, and translate priorities into frontline operating plans.

In this role you will own incident and problem management, frontline data reporting, and the AI/automation roadmap to improve response times and customer outcomes. A strong leadership background, ITIL knowledge, and experience building high‑performing