IT Service Desk Supervisor: Lead & Coach

Peckham; Lansing (MI); On-site; USD 52,000 - 78,000; Full time

Job summary

Peckham Inc. is seeking a Technical Support Supervisor to lead the federal government Tier 1 Service Desk.

The role oversees scheduling, staffing, training, and performance appraisals for Service Desk Technicians, coaching and guiding Tier 1 staff, and ensuring service levels are met. The position requires supervisory experience and a trust-based approach, with a strong emphasis on coaching, training, and maintaining records.

Qualifications

• Minimum requirements include passing and maintaining federal and state security background checks.
• U.S. Citizenship required due to security clearances.
• 6 months-1 year supervisory or leadership experience; 3-6 months supervisory exposure in IT Call Center or Help Desk.

Responsibilities

• Provide departmental leadership for the help desk technicians.
• Supervise department tasks and ensure productivity, quality and timeliness of work.
• Interview and hire help desk technicians; maintain accurate department records.
• Deliver timely employee performance appraisals and monitor staff quality.
• Assist in training development and ongoing coaching of staff.

Skills

Communication

Developing a Successful Team

Training, Mentoring, and Coaching

Initiative

Trustworthy

Building Strong Relationships

Constructive Feedback and Giving Corre

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.

The role oversees scheduling, staffing, training, and performance appraisals for Service Desk Technicians, coaching and guiding Tier 1 staff, and ensuring service levels are met. The position requires supervisory experience and a trust-based approach, with a strong emphasis on coaching, training, and maintaining records.