Regional Tech Trainer: MSP Performance & Onboarding Leader

Thrive; Capas; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

Thrive is seeking a Regional Technical Trainer to develop, deliver, and reinforce training programs that boost employee performance and client service quality. This role acts as the primary coaching contact for staff and works with directors and managers to address performance gaps.

The trainer will design and improve onboarding and ongoing training, create materials, and ensure content stays current with MSP best practices and client requirements.

Qualifications

• 5+ years of MSP experience in a managed services environment.
• Experience in training, coaching, mentoring, or team leadership.
• Strong understanding of MSP service delivery, ticket lifecycle, SLAs and escalation procedures.
• Excellent communication, presentation, and interpersonal skills.
• Ability to give constructive feedback while maintaining positive 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.
• Collaborate with department managers to identify training opportunities and coaching needs.
• Conduct one-on-one coaching sessions with employees to address performance gaps.
• Create individualized improvement plans with measurable goals and milestones.
• Design, deliver, and continuously improve onboarding and ongoing training programs.
• Maintain training materials, SOPs, and knowledge base content.
• Reinforce best practices for customer service, troubleshooting, documentation, and ticket management.
• Track progress and report outcomes to leadership.

Skills

MSP experience

Training & coaching

Team leadership

Customer service

Communication

Documentation

Performance analysis

SLA knowledge

Job description

Thrive is seeking a Regional Technical Trainer to develop, deliver, and reinforce training programs that boost employee performance and client service quality. This role acts as the primary coaching contact for staff and works with directors and managers to address performance gaps.

The trainer will design and improve onboarding and ongoing training, create materials, and ensure content stays current with MSP best practices and client requirements.