NOC Team Lead: Operations & Performance Coach

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

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.