Technical Support Supervisor

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

Technical Support Supervisor

Summary: The Technical Support Supervisor provides leadership and direction to Service Desk Technicians on the federal government Tier 1 Service Desk. The responsibilities include scheduling, staffing, training, record keeping, performance appraisals, and other supervisory departmental duties. This position will assist in the help desk operations and provide coaching and one‑on‑one training to tier 1 IT Service Desk Technicians. The IT Service Desk Supervisor also assists in providing quality monitoring and guidance to Tier 1 IT Service Desk Technicians.

Main Duties and Responsibilities

• Provide departmental leadership for the help desk technicians
• Responsible for supervision of team member technicians to assure productivity, quality and timeliness of work in the completion of assigned projects and departmental goals
• 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

Other Duties and Responsibilities

• Maintain a safe and clean work environment
• Promote Peckham’s vision, values, and services to all customers and stakeholders
• Assist in maintaining organization wide quality standards
• Attend meetings as needed
• Miscellaneous related duties as assigned

Supervisory Responsibilities

This job has supervisory responsibilities.

Minimum 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‑1 year experience in an IT Call Center or Help Desk

Competencies

• Building Strong Relationships
• Communication
• Constructive Feedback and Giving Correction
• Developing a Successful Team Initiative
• Training, Mentoring, and Coaching
• Trustworthy
• Use of Technology

Work Environment

The noise level in the work environment is usually moderate.

Physical Demands

The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case‑by‑case basis.

Peckham Is An Equal Opportunity Employer

EEO/AA Employer/Vet/Disabled. Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law.

Reasonable Accommodation for Applying Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance or a reasonable accommodation to complete any part of your application please provide notice. Examples of reasonable accommodations may include making a change to the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

Business Line: Contact Center Solutions

Location: Lansing, MI

Worker Sub-Type: Staff Member

About Peckham

Peckham is a national award‑winning social enterprise, recognized for its achievement in providing exceptional vocational rehabilitation for people with disabilities and barriers to employment. We accomplish our mission by working with community partners and through our own diverse business lines consisting of apparel manufacturing, warehousing, call centers, environmental services, and farming. Peckham prides itself on having a great culture which fosters a respectful, collaborative, and fun work environment. Employees are encouraged to bring their whole selves to work, share ideas, and engage in lifelong learning. Our culture further supports our mission by encouraging flexibility, health, and wellness. Staff enjoy benefits such as generous PTO policies, modern facilities, pet‑friendly work sites, free fruit, fitness classes, massages available for purchase, and opportunities for flexible work arrangements.

Mission

Peckham, a nonprofit community vocational rehabilitation organization, is a unique business and human services agency which values quality, diversity, and performance. Our mission is to provide a wide range of opportunities to maximize human potential for persons striving for greater independence and self‑sufficiency. We embrace collaboration, effective resource management, and innovative approaches to achieve world‑class excellence.

Vision

To prove that people with disabilities and other barriers are more than capable of delivering world‑class, high‑quality products and solutions.

Other Frequently Requested Statements

Peckham is an Equal Opportunity Employer - EEO/AA Employer/Vet/Disabled. Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law. EEO is Law. Peckham participates in the E‑Verify program.

Pay Transparency Non‑Discrimination Provision

For information on the equal employment obligations of Federal contractors, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

Visit www.peckham.org to learn more.