Network Operations Center Team Lead

Staff4Me; Cebu City; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Staff4Me is seeking a capable Team Lead for the technical helpdesk to supervise daily operations and drive service quality in Cebu City. You will lead a team through status meetings, monitor performance, and ensure timely resolution of tickets across multiple brands.

Responsibilities include guiding dispatches, coordinating with project and brand leads, and providing ongoing coaching and feedback to improve outcomes.

Qualifications

• 2+ years on a Level 2 technical helpdesk role.
• Tier 3 or industry-standard certification (e.g., Cisco CCNA) required.

Responsibilities

• Lead regular status meetings with managers and supervisors to align on goals and direction.
• Monitor team performance and submit progress reports on action plans.
• Delegate tickets, dispatches and PIC cases; assist team with inquiries.
• Proactively handle tickets and emails for all brands; oversee all brands’ care.
• Coordinate with Project Manager and Brand Leads for ticket scrubbing and hand-off reports.
• Provide coaching, refresher training, and feedback on quality and performance.

Skills

Team leadership

Ticket management

Coaching

Quality feedback

Job description

• Regular status meeting with Manager and Supervisor/s to discuss goals and implement direction setfor the team.
• Monitor and submit reports about Team’s performance progress on action plans communicated bymanagement team.
• Delegate tasks for tickets, dispatches and PICs to members and assist them for any job relatedinquiries.
• Proactively works on tickets and responds to emails and urgent cases for all brands.
• Oversee the team and make sure all brands are taken care of.
• If no NOC agent is available, works on dispatch or PIC cases.
• Works with Project Manager and Brand Leads for ticket scrubbing and sends hand off report before end of shift.
• Access to updated policies and team performance.
• Provide coaching, refresher, training, feed backing on quality failures and under performance.
• Receive and provide feedback to Supervisor and Manager about objectives and action plans.
• Feedback to Account Supervisor and Manager.
• Facilitate team huddles and provides feedback to members.
• Facilitate team socializations

• Tier 3 certification or industry standard certification, not limited to Cisco CCNA is required.
• Minimum of 2 years on a Level 2 technical helpdesk experience.