Company Overview
CloudConsole is an IT services and consulting company providing managed IT services, cloud solutions, network infrastructure, and technical support to businesses across the Philippines. Founded in Sweden and established in Manila, CloudConsole delivers reliable, globally aligned IT solutions that help organizations maintain secure, scalable, and high-performing technology environments.
We are a Managed Service Provider (MSP) delivering technical IT services and support to business clients. Our goal is not only technical excellence, but consistently high-quality customer experience. Training, behavior, and communication are critical to how our clients experience our service.
Training Manager
Job Summary
The Training Manager is responsible for designing, delivering, and managing all training activities for internal staff and selected client audiences. This role plays a key part in shaping how our team communicates, behaves, and supports clients, ensuring a professional, customer-focused service experience across the organization.
Key Responsibilities
Internal Training & Coaching
- Design and deliver structured internal training programs, with strong emphasis on helpdesk behavior, customer service, and professional communication.
- Conduct classroom training, workshops, role-plays, and 1-on-1 coaching sessions.
- Provide direct feedback and corrective coaching to ensure service standards are met consistently.
- Support continuous improvement of service quality and client experience.
Staff Onboarding
- Lead onboarding training for new hires, including company overview, culture, service standards, tools, and processes.
- Ensure new employees are aligned with expectations and able to perform effectively in client-facing roles.
Client Onboarding & Training
- Prepare and deliver client onboarding presentations (e.g. how to access support, how to request services, ordering processes).
- Develop and deliver basic recurring client trainings such as cybersecurity fundamentals and Microsoft Office basics.
Supplier & Partner Training Coordination
- Identify available training programs from technology suppliers and partners.
- Inquire about training content, costs, and certification options.
- Schedule trainings, track participation, and maintain an overview of completed and missing trainings across the team.
Training Organization & Materials
- Develop training materials, documentation, and presentations.
- Maintain a structured overview of all training activities and learning progress.
Qualifications & Skills
- Proven experience in training, coaching, or learning & development roles.
- At-least 1 year of experience - young, energetic and passionate aspiring trainers as welcome to apply
- Strong presentation, facilitation, and communication skills.
- Ability to work confidently with both technical and non-technical staff.
- Highly organized, proactive, and comfortable working independently.
- Experience in customer service, BPO, MSP, or technical support environments is a strong advantage.
Success in This Role Is Measured By
- Improved helpdesk service quality and client satisfaction.
- Effective onboarding and training programs in place.
- Clear visibility of staff training status, certifications, and skill gaps.
