NOC Team Lead: Incident Management & Team Coaching

CallTek; Cebu City; On-site; PHP 279,000 - 424,000; Full time

Job summary

CallTek is seeking a customer support team lead in Cebu City to guide the helpdesk team, monitor performance, and coordinate with project managers and brand leads. The role emphasizes coaching, process improvement, and effective communication to deliver consistent support across brands.

The ideal candidate has at least 2 years in Level 2 technical helpdesk and a Tier 3 certification. This on-site position offers opportunities for growth within a dynamic support environment.

Qualifications

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

Responsibilities

• Regular status meetings with Manager and Supervisor to discuss goals and implement direction for the team.
• Monitor and submit reports about the team’s performance progress on action plans communicated by the management team.
• Delegate tasks for tickets, dispatches and PICs to team members and assist them with inquiries.
• Proactively work on tickets and respond to emails and urgent cases for all brands.
• Oversee the team and ensure all brands are well taken care of.
• If no NOC agent is available, work on dispatch or PIC cases.
• Collaborate with Project Manager and Brand Leads for ticket scrubbing and hand-off reports before end of shift.
• Access to updated policies and team performance.
• Provide coaching, refresher, training, and feedback on quality failures and underperformance.
• Receive and provide feedback to Supervisor and Manager about objectives and action plans.
• Feedback to Account Supervisor and Manager.
• Facilitate team huddles and provide feedback to members.
• Facilitate team socializations.

Skills

Coaching

Team leadership

Communication

Customer support

Education

Tier 3 certification

Job description

CallTek is seeking a customer support team lead in Cebu City to guide the helpdesk team, monitor performance, and coordinate with project managers and brand leads. The role emphasizes coaching, process improvement, and effective communication to deliver consistent support across brands.

The ideal candidate has at least 2 years in Level 2 technical helpdesk and a Tier 3 certification. This on-site position offers opportunities for growth within a dynamic support environment.