Technical Support Supervisor

Peckham, Inc.; Phoenix (AZ); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

PTO

Modern facilities

Pet friendly work sites

Free fruit

Fitness classes

Massages available

Flexible work arrangements

Job summary

Peckham, Inc. is seeking a Technical Support Supervisor to lead the federal government Tier 1 Service Desk. You will oversee Service Desk Technicians, manage schedules, coaching, training, and performance reviews to ensure quality support.

The role focuses on guidance, supervision, and process adherence while maintaining department records and driving service levels. Equal opportunity employer with a strong commitment to staff development.

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-1year experience in an IT Call Center or Help Desk

Responsibilities

• Provide departmental leadership for the help desk technicians.
• Supervise team members to assure productivity, quality and timeliness of work.
• 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.

Skills

Supervisory experience

Help desk experience

Communication

Training and coaching

Team leadership

Trustworthy

Use of technology

Education

High School diploma / GED or equivalent

Job description

SUMMARY

Peckham Inc. - Technical Support Supervisor

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-1year 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

• 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: Phoenix, AZ
• 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.

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.

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 or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

[1] Section 503 of the Rehabilitation Act of 1973, as amended. For more 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.

Visit us at: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm)

Email us at [e-mail]

Call us at [phone]