Remote Technical Support Supervisor - 24x7 Help Desk

Peckham, Inc.; Michigan; Hybrid; USD 60,000 - 90,000; Full time

Job summary

Peckham, Inc. seeks a Technical Support Supervisor for a 24x7 help desk environment at our Grand Rapids area operation with a home-based component for Michigan.

The role Leads a team of up to 15 technicians within a larger 60+ technician network, guiding efforts across ADUC hardware and government applications while coordinating with upper management. The ideal candidate will mentor staff, coach performance, and drive continuous improvement in service levels, attendance, and quality.

Qualifications

• 6 months-1 year supervisory experience in an IT Call Center or Help Desk
• US Citizenship is required due to security clearances
• Ability to manage multiple queues and supervise a department

Responsibilities

• Provide departmental leadership and supervise up to 15 technicians within a 60+ person team
• Coach, train and develop staff; conduct performance appraisals
• Monitor quality, real-time adherence, and service levels; ensure timely project completion
• Interact with upper management and other supervisors to align goals and processes

Skills

Leadership

Coaching

Mentoring

Team management

IT Help Desk

Call center experience

Education

Associates/Bachelors

Tools

Help Desk software

Job description

Peckham, Inc. seeks a Technical Support Supervisor for a 24x7 help desk environment at our Grand Rapids area operation with a home-based component for Michigan.

The role Leads a team of up to 15 technicians within a larger 60+ technician network, guiding efforts across ADUC hardware and government applications while coordinating with upper management. The ideal candidate will mentor staff, coach performance, and drive continuous improvement in service levels, attendance, and quality.