Technical Support Supervisor
Peckham, Inc.
Lansing, MIFresher32m agovia LinkedIn
About the Role
The Technical Support Supervisor provides leadership and direction to Service Desk Technicians on the federal government Tier 1 Service Desk. 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.
Key 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
- 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
Requirements & Tech Stack
- Federal and state security background checks
- U.S. Citizenship
- 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