NOC Team Lead: Tech Ops & Coaching

Staff4Me; Compostela; On-site; PHP 446,000 - 725,000; Full time

Job summary

Staff4me in Cebu City, Philippines seeks a Network Operations Center Team Lead for a full-time role. You will oversee NOC operations, coordinate with managers, and ensure timely ticket resolution across brands.

The role requires Tier 3 or industry-standard certifications (Cisco CCNA preferred) and at least 2 years of Level 2 helpdesk experience, with strong leadership and communication skills.

Qualifications

• Tier 3 certification or industry standard certification (Cisco CCNA)
• Minimum 2 years on a Level 2 technical helpdesk

Responsibilities

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

Education

Tier 3 certification or industry standard certification (Cisco CCNA)

Job description

Staff4me in Cebu City, Philippines seeks a Network Operations Center Team Lead for a full-time role. You will oversee NOC operations, coordinate with managers, and ensure timely ticket resolution across brands.

The role requires Tier 3 or industry-standard certifications (Cisco CCNA preferred) and at least 2 years of Level 2 helpdesk experience, with strong leadership and communication skills.