Tech Support Team Lead – Federal Help Desk (Tier 1)

Peckham, Inc.; Lansing (MI); On-site; USD 65,000 - 85,000; Full time

Job summary

Peckham, Inc. in Lansing, MI, is hiring a Technical Support Supervisor to lead the Tier 1 federal government Service Desk. You will schedule, staff, train, and coach Service Desk Technicians while ensuring service levels and quality.

This role provides one-on-one coaching, performance reviews, and development of training programs, with focus on accuracy, safety, and regulatory compliance in a federally governed help desk environment.

Qualifications

• Candidates must pass federal and state security background checks.
• U.S. citizenship required due to security clearances.
• High school diploma, GED, 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 member technicians to assure productivity, quality and timeliness of work.
• Ensure 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

Leadership experience

IT help desk experience

Security clearance eligibility

Education

High School diploma or GED

Job description

Peckham, Inc. in Lansing, MI, is hiring a Technical Support Supervisor to lead the Tier 1 federal government Service Desk. You will schedule, staff, train, and coach Service Desk Technicians while ensuring service levels and quality.

This role provides one-on-one coaching, performance reviews, and development of training programs, with focus on accuracy, safety, and regulatory compliance in a federally governed help desk environment.