Technical Support Supervisor

Peckham; Phoenix (AZ); On-site; USD 60,000 - 85,000; Full time

Job summary

Peckham is seeking a Technical Support Supervisor in Phoenix, AZ to lead the Service Desk technicians, schedule staffing, supervise performance, and coach Tier 1 staff. The role focuses on meeting service level requirements and delivering timely, high-quality support to customers and stakeholders.

You will help in training, mentoring, and development of staff while maintaining accurate records and contributing to process improvements within Peckham's IT service center.

Qualifications

• Pass federal and state security background checks.
• U.S. Citizenship required due to security clearances.
• High School diploma 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 tasks to ensure productivity, quality and timeliness.
• Interview and hire help desk technicians as needed.
• Maintain department records and deliver performance appraisals.
• Assist in the design and delivery of new employee training.

Skills

Team Leadership

Customer Service

Training & Coaching

IT Help Desk

Communication

Scheduling

Education

High School diploma

Job description

*Staff positions are supportive roles providing support to our rehabilitation mission. Applicants for staff positions do not need to have a barrier to employment to be eligible for these roles.**To ensure full consideration for a staff position, please attach a resume to your application so we can gain a complete view of your experiences*Peckham Inc. - Technical Support SupervisorSUMMARYThe 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 include the following:Provide departmental leadership for the help desk techniciansResponsible for supervision of team member technicians to assure productivity, quality and timeliness of work in the completion of assigned projects and departmental goalsPerform tasks to assure service level requirements are metSupervise department tasks and help desk activitiesInterview and recommend hiring help desk techniciansMaintain accurate department recordsComplete and deliver timely employee performance appraisals and monitor staff quality and performanceAssist in the design, development, and delivery of new employee training as neededAssist in the development of employee schedulesOTHER DUTIES AND RESPONSIBILITIESMaintain a safe and clean work environmentPromote Peckham’s vision, values, and services to all customers and stakeholdersAssist in maintaining organization wide quality standardsAttend meetings as neededMiscellaneous related duties as assignedSUPERVISORY RESPONSIBILITIESThis job has supervisory responsibilities.MINIMUM QUALIFICATIONSPassing and maintaining federal and state security background checksU.S. Citizenship required due to security clearancesHigh School diploma, G.E.D., or equivalent3-6 months supervisory or leadership experience6 months-1year experience in an IT Call Center or Help DeskCOMPETENCIESBuilding Strong RelationshipsCommunicationConstructive Feedback and Giving CorrectionDeveloping a Successful TeamInitiativeTraining, Mentoring, and CoachingTrustworthyUse of TechnologyWORK ENVIRONMENTThe noise level in the work environment is usually moderate.PHYSICAL DEMANDSThe physical demands of this position may be reasonably accommodated for individuals with disabilities on a case-by-case basis.PECKHAM IS AN EQUAL OPPORTUNITY EMPLOYEREEO/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 NOTICEFederal 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:Email us at [e-mail] us at [phone]Visit us at: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm)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 SolutionsLocation:Phoenix, AZWorker Sub-Type:Staff Member