Job Description

*Staff positions are supportive roles providing support to our rehabilitation mission. Applicants for staff positions do not need to have a barrier to employment to be eligible for these roles.*

*To ensure full consideration for a staff position, please attach a resume to your application so we can gain a complete view of your experiences*

Peckham Inc. - Technical Support Supervisor

POSITION SUMMARY

The ideal candidate will be a self-starter and solution driver that has a passion for mentoring others, coaching, and striving for team excellence. In this role you will be working in a 24x7 help desk environment at our Grand Rapids location. You will be part of a team that supports over 30,000 government employees across the nation supporting 1000+ calls daily. Support calls will mainly focus on ADUC, Hardware and other government specific applications. The Technical Support Supervisor will be for leading a team of up to 15 technicians within a team of over 60 technicians. Peckham encourages employee growth and development, as this is a key component to our working culture.

The Technical Support Supervisor provides leadership and direction to Tier 1 Helpdesk Technicians for the United States Department of Agriculture (USDA). The responsibilities include managing help desk operations, quality monitoring, coaching, one-on-one training, record keeping, performance appraisals, real time adherence tracking, and other supervisory departmental duties. This position requires frequent communication and collaboration with upper management, other supervisors and help desk technicians.

MAIN DUTIES AND RESPONSIBILITIES include the following:

• Provide departmental leadership in the CHD.
• Responsible for supervision and development of team member technicians
• Ability to display professional written and verbal communication skills at all times
• Ensure productivity, quality and timeliness of work in the completion of assigned projects and departmental goals.
• Perform tasks to assure service level requirements are met.

OTHER DUTIES AND RESPONSIBILITIES include the following:

• Ability to take calls during instances of high call volumes or other emergency related situations.
• Responsible for the development of processes and procedures-as needed.
• Responsible for monitoring and managing multiple queues (call, incident, chat, etc.).
• Ability to comprehend, analyze, and present statistical and metric-based reports.
• Supervise department tasks and CHD activities.
• Interview and recommend hiring help desk staff as needed.
• 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 and management of employee schedules as needed.
• Promote Peckham’s vision, value, culture, and commitment to excellent customer services to all team members, staff, customers and stakeholders.
• Maintain a safe and clean work environment.
• Other related duties as assigned.

SUPERVISORY RESPONSIBILITIES

This job has supervisory responsibilities.

MINIMUM QUALIFICATIONS

• 6 months-1year-Supervisory experience in an IT Call Center or Help Desk
• 1 year experience in a call center/help desk environment
• Passing and maintaining federal and state security background checks.
• U.S. Citizenship required due to security clearances

PREFERRED QUALIFICATIONS

• Associates/Bachelors

PHYSICAL DEMANDS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case by case basis.

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:

• Click HERE and you will be directed to the ILRU Directory to find an agency in your area that can assist you
• Click HERE and you will be directed to the American Jobs Center (AJC) finder to locate a center near you
• Email us at careers@peckham.org
• Call us at (517) 316-4000
• 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:

Home-Based (Michigan)

Worker Sub-Type:

Staff Member