About the Role
In this opportunity, as a Frontline Support Manager, you will:
- Team Leadership & Development: Lead, mentor, and develop frontline support agents (technical & editorial).
- Performance Management: Develop, implement, and refine KPIs; provide coaching, training, and performance evaluations to enhance team efficiency.
- Operational Efficiency: Manage scheduling, ensure timely issue resolution (following SLAs & ITIL), and escalate complex issues.
- Incident Management: Manage high-severity incidents and communication; own first-level incident/problem reporting and continuous improvement.
- Customer Satisfaction: Monitor feedback, implement strategies to improve interactions and reduce friction.
- Collaboration & Process Improvement: Collaborate with other departments, review/refine processes, and use data analytics to identify/resolve recurring issues.
- Reporting & Tool Optimization: Generate performance reports, ensure effective use of support tools (helpdesk, CRM), and work with IT/vendors to optimize tools and automation.
- Strategic Alignment: Partner with Product, Tech, and Sales teams; align support strategies with business objectives; participate in service reviews.
About You
You’re a fit for the role of Frontline Support Manager if you have:
- 5+ years IT support experience (media environment preferred), with 3+ years in a leadership role.
- Degree in Computer Science, IT, Journalism, or related field. ITIL experience a plus.
- Strong knowledge of Windows/Mac, networking (TCP/IP, DNS, DHCP), and IT security. Journalism/newsroom experience is a plus.
- Experience with content management, digital asset management, and media production software a plus.
- Excellent communication, problem-solving, and root cause analysis skills. Fluent English required; additional languages a bonus.
- Customer-focused, independent worker with strong time management. Thrives in a fast-paced, collaborative environment.
- Proficient in office software and CRM systems (e.g., Salesforce, ServiceNow).
- Flexible for hybrid work arrangements.
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What’s in it For You?
Join us to inform the way forward with the latest AI solutions and address real-world challenges in legal, tax, compliance, and news. Backed by our commitment to continuous learning and market-leading benefits, you’ll be prepared to grow, lead, and thrive in an AI-enabled future. This includes:
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Industry-Leading Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
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Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, and hybrid model, empowering employees to achieve a better work-life balance.
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Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
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Culture: Globally recognized and award-winning reputation for inclusion, innovation, and customer-focus. Our eleven business resource groups nurture our culture of belonging across the diverse backgrounds and experiences represented across our global footprint.
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Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
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Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
Accessibility
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
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More information about Thomson Reuters can be found on https://thomsonreuters.com.
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What We Do
Thomson Reuters (NYSE / TSX: TRI) informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. The company serves professionals across legal, tax, accounting, compliance, government, and media. Its products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news. For more information, visit tr.com.
