Bilingual Technical Support Supervisor

Peckham, Inc.•Phoenix, AZ

2d•Onsite

About The Position

The Bilingual 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 Bilingual Technical Support Supervisor also assists in providing quality monitoring and guidance to Tier 1 IT Service Desk Technicians. This role will be onsite 9:00am - 5:30pm MST (Primarily Monday - Friday with occasional weekends)

Requirements

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
Bilingual in English and Spanish

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