Technical Support Supervisor

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

POSITION SUMMARY

The ideal candidate will be a self-starter and solution driver that has a passion for mentoring others, coaching, and striving for team excellence. In this role you will be working in a 24x7 help desk environment at our Grand Rapids location. You will be part of a team that supports over 30,000 government employees across the nation supporting 1000+ calls daily. Support calls will mainly focus on ADUC, Hardware and other government specific applications. The Technical Support Supervisor will be for leading a team of up to 15 technicians within a team of over 60 technicians. Peckham encourages employee growth and development, as this is a key component to our working culture. The Technical Support Supervisor provides leadership and direction to Tier 1 Helpdesk Technicians for the United States Department of Agriculture (USDA). The responsibilities include managing help desk operations, quality monitoring, coaching, one-on-one training, record keeping, performance appraisals, real time adherence tracking, and other supervisory departmental duties. This position requires frequent communication and collaboration with upper management, other supervisors and help desk technicians.

MAIN DUTIES AND RESPONSIBILITIES

• Provide departmental leadership in the CHD. Responsible for supervision and development of team member technicians. Ability to display professional written and verbal communication skills at all times. Ensure productivity, quality and timeliness of work in the completion of assigned projects and departmental goals. Perform tasks to assure service level requirements are met.

OTHER DUTIES AND RESPONSIBILITIES

• Ability to take calls during instances of high call volumes or other emergency related situations. Responsible for the development of processes and procedures-as needed. Responsible for monitoring and managing multiple queues (call, incident, chat, etc.). Ability to comprehend, analyze, and present statistical and metric-based reports. Supervise department tasks and CHD activities. Interview and recommend hiring help desk staff as needed. 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 and management of employee schedules as needed.

MINIMUM QUALIFICATIONS

• 6 months-1year-Supervisory experience in an IT Call Center or Help Desk 1 year experience in a call center/help desk environment Passing and maintaining federal and state security background checks. U.S. Citizenship required due to security clearances

PREFERRED QUALIFICATIONS

• Associates/Bachelors

PHYSICAL DEMANDS

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

REASONABLE ACCOMMODATION NOTICE

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

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.

Peckham participates in the E-Verify program.

Worker Sub-Type: Staff Member

Location: Home-Based (Michigan)

Email us at [e-mail] Call us at [phone] Visit us at: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm)

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.