Regional IT Operations Trainer & Performance Coach

Thrive; Pampanga; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Thrive in Clark Freeport, Central Luzon, Philippines, seeks a Regional Technical Trainer to develop and deliver training programs for IT operations within an MSP framework. The role focuses on coaching, performance support, and continuous learning to ensure high-quality client services.

Responsibilities include designing onboarding, improving training content, and collaborating with managers to close knowledge gaps while staying current with MSP practices and client requirements.

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.

Responsibilities

• Serve as the primary resource for employee coaching, performance improvement, and ongoing skills development.
• Work with managers on performance trends and identify opportunities for training and coaching.
• Conduct one-on-one coaching sessions with underperforming employees.
• Develop individualized improvement plans with measurable goals and milestones.
• Design, deliver, and improve onboarding and ongoing training programs.
• Maintain training materials, SOPs, and knowledge base content.
• Reinforce best practices for customer service, technical troubleshooting, and ticket management.
• Track progress and report outcomes to leadership.

Skills

MSP operations

Coaching

Training design

Customer service

Documentation

SLA management

Performance analytics

Job description

Thrive in Clark Freeport, Central Luzon, Philippines, seeks a Regional Technical Trainer to develop and deliver training programs for IT operations within an MSP framework. The role focuses on coaching, performance support, and continuous learning to ensure high-quality client services.

Responsibilities include designing onboarding, improving training content, and collaborating with managers to close knowledge gaps while staying current with MSP practices and client requirements.