Network Operations Center Team Lead

Hammerjack Pty Ltd; Philippines; On-site; PHP 250,000 - 420,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a proactive Level 2 helpdesk lead to drive team performance and improve service quality. You will conduct regular meetings with Managers and Supervisors, track progress, and delegate tasks across tickets, dispatches, and PICs for multiple brands.

You will proactively resolve tickets, respond to urgent cases, and coach team members while coordinating with the Project Manager and Brand Leads for hand-offs. A Tier 3 certification and 2 years of experience are required.

Qualifications

• Tier 3 certification or industry standard (e.g., Cisco CCNA) is required.
• Minimum 2 years on a Level 2 technical helpdesk experience.

Responsibilities

• Hold regular status meetings with Manager and Supervisors to set goals and direction.
• Monitor and submit performance reports for the team.
• Delegate tasks for tickets, dispatches, and PICs and assist with inquiries.
• Proactively work on tickets and respond to emails and urgent cases for all brands.
• Oversee the team to ensure all brands are well taken care of.
• If no NOC agent is available, handle dispatch or PIC cases.
• Collaborate with Project Manager and Brand Leads for ticket scrubbing and hand-off reports.
• Provide coaching, refresher training, and feedback on quality and performance.
• Provide feedback to Supervisors and Managers on objectives and action plans.
• Facilitate team huddles and socializations.

Skills

Team Leadership

Performance Tracking

Coaching & Feedback

Ticket Scrubbing

Education

Tier 3 Certification

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

Requirements

• 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