Technical Support Supervisor

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* Peckham Inc.

- Technical Support SupervisorSUMMARYThe 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.

MAIN DUTIES AND RESPONSIBILITIES include the following:

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 OTHER DUTIES AND RESPONSIBILITIES 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 SUPERVISORY RESPONSIBILITIES This job has supervisory responsibilities.

MINIMUM QUALIFICATIONS Passing and maintaining federal and state security background checksU.S. Citizenship required due to security clearances

High School diploma, G.E.D., or equivalent3-6 months supervisory or leadership experience6 months-1year experience in an IT Call Center or Help DeskCOMPETENCIESBuilding Strong Relationships Communication Constructive  Feedback and Giving Correction Developing a Successful Team Initiative Training , Mentoring, and Coaching Trustworthy Use  of Technology WORK ENVIRONMENT The noise level in the work environment is usually moderate.

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

PECKHAM IS AN EQUAL OPPORTUNITY EMPLOYER 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.

REASONABLE ACCOMMODATION FOR APPLYING NOTICE 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:

Email us at careers

Call us at Visit us at: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm)
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.

Business Line:

Contact Center Solutions

Location:

Phoenix, AZWorker Sub-Type:

Staff Member