Internal Help Desk Supervisor
Peckham•Lansing, MI
•Onsite
About The Position
The Internal Help Desk Supervisor provides leadership and direction to Internal Help Desk Technicians on a federal government Tier 1 Service Desk. This position will assist in the help desk operations and provide coaching and one-on-one training to Internal Help Desk Technicians. The Internal Help Desk Supervisor also assists in providing quality monitoring and guidance to Internal Help Desk Technicians. Additionally, the Internal Help Desk Supervisor works with other teams to successfully maintain and develop knowledge, reporting, training, and other projects and tools.
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
- Must be able to obtain HDI Support Center Analyst certificate within the first year
Nice To Haves
- 6 months - 1 year experience in an IT Call Center or Help Desk
- Knowledge of HTML or other coding
- Proficiency in Spanish
Responsibilities
- Provide departmental leadership for the internal 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 internal help desk technicians
- Maintain accurate department records
- Complete and deliver timely employee performance appraisals and monitor staff quality and performance
- Assist with planning and implementing contract projects, workflows, and tools
- Assist in the design and maintenance of knowledge base
- Assist with contract analytics and reporting
- 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
- Other related duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
