NOC Team Lead — Performance Coach & Tier 3 Support

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

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.