Regional IT Operations Trainer - MSP Coaching & Performance

Thrive; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Thrive in Quezon City, Philippines, seeks a Regional Technical Trainer to develop, deliver, and reinforce training programs that boost employee performance and client service. You will coach employees, identify gaps with managers, and equip teams with knowledge, skills, and confidence to consistently deliver high-quality MSP services.

The role requires guiding onboarding, creating training materials, and staying updated on MSP practices to keep content relevant.

Qualifications

• 5+ years of experience in a Managed Service Provider (MSP) environment.
• Experience in training, coaching, mentoring, or team leadership.
• Strong understanding of MSP service delivery, ticket lifecycle, SLAs, escalation procedures, and customer support best practices.
• Excellent communication, presentation, and interpersonal skills.
• Ability to provide constructive feedback while maintaining positive working relationships.
• Strong organizational and documentation skills.
• Experience creating training materials and learning resources.
• Ability to analyze performance metrics and identify coaching opportunities.
• Comfortable working with employees at varying skill levels.

Responsibilities

• Serve as the primary resource for employee coaching, performance improvement, and ongoing skills development.
• Work closely with department managers on employee performance trends and proactively identify opportunities for additional training and coaching.
• Conduct one-on-one coaching sessions with employees whose performance falls below company or client expectations.
• Develop individualized improvement plans with measurable goals and follow-up milestones.
• Design, deliver, and continuously improve onboarding and ongoing training programs.
• Improve, create and maintain training materials, documentation, SOPs, and knowledge base content.
• Reinforce best practices for customer service, technical troubleshooting, communication, documentation, and ticket management.
• Collaborate with managers and supervisors to identify recurring knowledge gaps and recommend training initiatives.
• Track employee progress following coaching sessions and report outcomes to leadership.
• Stay current on company processes, MSP best practices, client requirements, and technology updates to ensure training content remains relevant.
• Foster a culture of continuous learning, accountability, and professional development.

Skills

Coaching

Training

Leadership

Communication

Documentation

Performance analysis

Job description

Thrive in Quezon City, Philippines, seeks a Regional Technical Trainer to develop, deliver, and reinforce training programs that boost employee performance and client service. You will coach employees, identify gaps with managers, and equip teams with knowledge, skills, and confidence to consistently deliver high-quality MSP services.

The role requires guiding onboarding, creating training materials, and staying updated on MSP practices to keep content relevant.