Regional IT Training Lead — MSP Performance Coach

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

Job summary

Thrive in Pampanga, Philippines is seeking a Regional Technical Trainer to develop, deliver, and reinforce training programs that improve employee performance and ensure exceptional client service. You will serve as the primary contact for coaching and performance support as workloads begin to drift from established service expectations.

Working closely with directors, department managers and supervisors, you will identify performance gaps, provide targeted coaching, and equip team members with

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.

Responsibilities

• Serve as the primary resource for employee coaching, performance improvement, and ongoing skills development.
• Work with department managers on performance trends and identify opportunities for coaching.
• Conduct one-on-one coaching sessions with underperforming employees.
• Develop individualized improvement plans with measurable goals and milestones.
• Design, deliver, and continuously improve onboarding and ongoing training programs.
• Improve and maintain training materials, documentation, SOPs, and knowledge base content.
• Reinforce best practices for customer service, technical troubleshooting, communication, and ticket management.
• Collaborate with managers to identify recurring knowledge gaps and propose training initiatives.
• Track progress after coaching sessions and report outcomes to leadership.
• Stay current on company processes, MSP best practices, client requirements, and technology updates.

Skills

Coaching

Training delivery

MSP knowledge

Documentation

Customer service

Performance analysis

Leadership

Job description

Thrive in Pampanga, Philippines is seeking a Regional Technical Trainer to develop, deliver, and reinforce training programs that improve employee performance and ensure exceptional client service. You will serve as the primary contact for coaching and performance support as workloads begin to drift from established service expectations.

Working closely with directors, department managers and supervisors, you will identify performance gaps, provide targeted coaching, and equip team members with