Network Operation Center Team Lead

Job Summary:

Staff4Me is seeking an experienced and driven Network Operation Center Team Lead to join our team. In this role, you will oversee the NOC team, ensuring efficient network monitoring, incident resolution, and operational excellence. You will be responsible for leading a group of support professionals, providing guidance, training, and support while collaborating closely with other departments to deliver superior service. The ideal candidate possesses strong leadership qualities, extensive technical knowledge, and excellent communication skills. If you are passionate about network operations and team development, we encourage you to apply.

Key Responsibilities:

• Conduct regular status meetings with the Manager and Supervisor(s) to align on team goals and implement strategic direction.
• Monitor team performance and submit progress reports on action plans provided by management.
• Delegate tickets, dispatches, and project tasks to team members, offering support for any job-related inquiries.
• Actively work on support tickets, respond to emails, and handle urgent cases across all brands.
• Oversee overall team operations to ensure proper coverage and service for all brands.
• Step in to handle dispatches or projects in the absence of an agent.
• Collaborate with the Manager and Supervisor on ticket scrubbing and send end-of-shift handoff reports.
• Maintain access to the latest policies and performance metrics for the team.
• Provide coaching, refresher sessions, training, and constructive feedback for quality issues and underperformance.
• Share and receive feedback on objectives and action plans with the Supervisor and Manager.
• Offer regular feedback to the Supervisor and Manager regarding team performance and process improvements.
• Facilitate team huddles, provide updates, and deliver individual feedback to team members.
• Organize and lead team socialization activities to promote morale and cohesion.

Requirements

1. Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.

2. A minimum of 3-5 years of experience in a NOC or similar role, with at least 1 year in a leadership capacity.

3. Strong technical knowledge of networking protocols (TCP/IP, DNS, DHCP, routing protocols), monitoring tools, and network security practices.

4. Proven leadership skills with the ability to motivate and develop team members in a fast-paced environment.

5. Exceptional problem-solving abilities, along with excellent analytical skills to assess network performance.

6. Excellent communication and interpersonal skills to effectively communicate with technical and non-technical stakeholders.

7. Experience in process improvement initiatives and implementing best practices in a NOC environment.

8. Relevant certifications such as CCNP, ITIL, or equivalent are a plus.

Working Conditions:

1. This role may require shift work, flexibility, and availability for after-hours support as needed.

2. Ability to work in a dynamic and collaborative team environment.