NOC Team Lead: Performance & Escalations Coach

CallTek, Inc.; Cebu City; On-site; PHP 391,000 - 614,000; Full time

Job summary

CallTek, Inc. in Cebu City seeks a Level 2 Technical Helpdesk Team Lead to guide a multi-brand support team, manage tickets, and ensure quality outcomes.

You’ll coordinate with Managers, Supervisors, Brand Leads, and Project Managers to scrub tickets, monitor performance, and coach agents for improvement. The role requires Tier 3 certification or Cisco CCNA and at least 2 years of Level 2 helpdesk experience.

Qualifications

• 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.

Responsibilities

• Regular status meeting with Manager and Supervisor/s to discuss goals and implement direction set for the team.
• Monitor and submit reports about Team’s performance progress on action plans communicated by management team.
• Delegate tasks for tickets, dispatches and PICs to members and assist them for any job related inquiries.
• 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

Job description

CallTek, Inc. in Cebu City seeks a Level 2 Technical Helpdesk Team Lead to guide a multi-brand support team, manage tickets, and ensure quality outcomes.

You’ll coordinate with Managers, Supervisors, Brand Leads, and Project Managers to scrub tickets, monitor performance, and coach agents for improvement. The role requires Tier 3 certification or Cisco CCNA and at least 2 years of Level 2 helpdesk experience.