IT Service Desk Lead - Coaching & Ops Oversight

Peckham; Phoenix (AZ); On-site; USD 60,000 - 85,000; Full time

Job summary

Peckham is seeking a Technical Support Supervisor in Phoenix, AZ to lead the Service Desk technicians, schedule staffing, supervise performance, and coach Tier 1 staff. The role focuses on meeting service level requirements and delivering timely, high-quality support to customers and stakeholders.

You will help in training, mentoring, and development of staff while maintaining accurate records and contributing to process improvements within Peckham's IT service center.

Qualifications

• Pass federal and state security background checks.
• U.S. Citizenship required due to security clearances.
• High School diploma or equivalent.
• 3–6 months supervisory or leadership experience.
• 6 months–1 year experience in an IT Call Center or Help Desk.

Responsibilities

• Provide departmental leadership for the help desk technicians.
• Supervise team tasks to ensure productivity, quality and timeliness.
• Interview and hire help desk technicians as needed.
• Maintain department records and deliver performance appraisals.
• Assist in the design and delivery of new employee training.

Skills

Team Leadership

Customer Service

Training & Coaching

IT Help Desk

Communication

Scheduling

Education

High School diploma

Job description

Peckham is seeking a Technical Support Supervisor in Phoenix, AZ to lead the Service Desk technicians, schedule staffing, supervise performance, and coach Tier 1 staff. The role focuses on meeting service level requirements and delivering timely, high-quality support to customers and stakeholders.

You will help in training, mentoring, and development of staff while maintaining accurate records and contributing to process improvements within Peckham's IT service center.