Technical Support Supervisor

Summary:

The Technical Support Supervisor provides leadership and direction to Service Desk Technicians on the federal government Tier 1 Service Desk. The responsibilities include scheduling, staffing, training, record keeping, performance appraisals, and other supervisory departmental duties. This position will assist in the help desk operations and provide coaching and one‑on‑one training to tier 1 IT Service Desk Technicians. The IT Service Desk Supervisor also assists in providing quality monitoring and guidance to Tier 1 IT Service Desk Technicians.

• Provide departmental leadership for the help desk technicians
• Responsible for supervision of team member technicians to assure productivity, quality and timeliness of work in the completion of assigned projects and departmental goals
• Perform tasks to assure service level requirements are met
• Supervise department tasks and help desk activities
• Interview and recommend hiring help desk technicians
• Maintain accurate department records
• Complete and deliver timely employee performance appraisals and monitor staff quality and performance
• Assist in the design, development, and delivery of new employee training as needed
• Assist in the development of employee schedules

• Maintain a safe and clean work environment
• Promote Peckham’s vision, values, and services to all customers and stakeholders
• Assist in maintaining organization wide quality standards
• Attend meetings as needed
• Miscellaneous related duties as assigned

This job has supervisory responsibilities.

• Passing and maintaining federal and state security background checks
• U.S. Citizenship required due to security clearances
• High School diploma, G.E.D., or equivalent
• 3‑6 months supervisory or leadership experience
• 6 months‑1 year experience in an IT Call Center or Help Desk

• Building Strong Relationships
• Communication
• Constructive Feedback and Giving Correction
• Developing a Successful Team Initiative
• Training, Mentoring, and Coaching
• Trustworthy
• Use of Technology

The noise level in the work environment is usually moderate.

The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case‑by‑case basis.

EEO/AA Employer/Vet/Disabled. Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law.

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance or a reasonable accommodation to complete any part of your application please provide notice. Examples of reasonable accommodations may include making a change to the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

Location:

Lansing, MI

Worker Sub-Type:
Staff Member

Peckham is a national award‑winning social enterprise, recognized for its achievement in providing exceptional vocational rehabilitation for people with disabilities and barriers to employment. We accomplish our mission by working with community partners and through our own diverse business lines consisting of apparel manufacturing, warehousing, call centers, environmental services, and…