CallTek

White-label tech support, BPO, TaaS provider

Network Operations Center Team Lead

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeCebu City, PhilippinesNo salary listed

About the Job

Requirements

A Tier 3 certification or an industry-standard certification, such as Cisco CCNA, is required.
At least 2 years of Level 2 technical helpdesk experience is required.

Responsibilities

Hold regular status meetings with the Manager and Supervisors to discuss goals and implement the direction set for the team.
Monitor and submit reports on the team's performance progress against action plans communicated by management.
Delegate tickets, dispatches, and PICs to team members and assist with job-related inquiries.
Work tickets proactively and respond to emails and urgent cases across all brands.
Oversee the team and ensure all brands are covered.
Handle dispatch or PIC cases when no NOC agent is available.
Work with the Project Manager and Brand Leads on ticket scrubbing and send a handoff report before the end of the shift.
Maintain access to updated policies and team performance information.
Provide coaching, refresher training, and feedback on quality failures and underperformance.
Provide feedback to Supervisors and Managers about objectives and action plans.
Facilitate team huddles and provide feedback to members.
Facilitate team social activities.

Network Operations Center Team Lead

CallTek · Cebu City, Philippines · Full-time · Posted 2026-09-16

Workplace: on_site

Description

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

Requirements

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 .

Apply

Apply at CallTek

About the Company

CallTek

White-label tech support, BPO, TaaS provider

CallTek provides white-label technical support and BPO services for technology operators and service providers, including field service, cloud monitoring, NOC, and business continuity delivered under a Technology as a Service model that covers infrastructure, procurement, and full lifecycle support. It serves MSPs and enterprise platforms such as Cradle Point, Cisco, Aruba, Ruckus, and Fortinet, offering 24/7 multi-channel, multi-language support. Key differentiators are a global workforce of over 7,000, nearly two decades of experience, and recognition as a top employer in the Philippines in 2023, with a vertical focus on hospitality, multi-family student housing, and healthcare. CallTek aims to help technology operators scale, maintain uptime, and provide reliable branded support across channels and languages.

Company size: 501-1,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Irvine, CA
Founded: 2004

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