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

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.

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 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-1year experience in an IT Call Center or Help Desk

COMPETENCIES

Building 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:

• 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:

Phoenix, AZ

Worker Sub-Type:

Staff Member