IT Service Desk Lead — Training, Coaching & Scheduling

Peckham, Inc.; Phoenix (AZ); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

PTO

Modern facilities

Pet friendly work sites

Free fruit

Fitness classes

Massages available

Flexible work arrangements

Job summary

Peckham, Inc. is seeking a Technical Support Supervisor to lead the federal government Tier 1 Service Desk. You will oversee Service Desk Technicians, manage schedules, coaching, training, and performance reviews to ensure quality support.

The role focuses on guidance, supervision, and process adherence while maintaining department records and driving service levels. Equal opportunity employer with a strong commitment to staff development.

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

Responsibilities

• Provide departmental leadership for the help desk technicians.
• Supervise team members to assure productivity, quality and timeliness of work.
• 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.

Skills

Supervisory experience

Help desk experience

Communication

Training and coaching

Team leadership

Trustworthy

Use of technology

Education

High School diploma / GED or equivalent

Job description

Peckham, Inc. is seeking a Technical Support Supervisor to lead the federal government Tier 1 Service Desk. You will oversee Service Desk Technicians, manage schedules, coaching, training, and performance reviews to ensure quality support.

The role focuses on guidance, supervision, and process adherence while maintaining department records and driving service levels. Equal opportunity employer with a strong commitment to staff development.