Technical Support Supervisor

Peckham•Lansing, MI

13d

About The Position

The Technical Support Supervisor provides leadership and direction to Service Desk Technicians on a federal government Tier 1 Service Desk. The position supports help desk operations and provides coaching, one-on-one training, quality monitoring, and guidance to Tier 1 IT Service Desk Technicians. Supervisory duties include scheduling, staffing, training, record keeping, performance appraisals, and other departmental responsibilities. Applicants for staff positions do not need to have a barrier to employment. A resume should be attached to the application to provide a complete view of the applicant’s experience.

Requirements

Pass and maintain federal and state security background checks.
U.S. citizenship is required due to security clearances.
High school diploma, G.E.D., or equivalent.
3–6 months of supervisory or leadership experience.
6 months–1 year of experience in an IT call center or help desk.

Responsibilities

Provide departmental leadership for help desk technicians.
Supervise technicians to support productivity, quality, and timely completion of assigned projects and departmental goals.
Perform tasks to ensure service-level requirements are met.
Supervise departmental tasks and help desk activities.
Interview candidates 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 designing, developing, and delivering new employee training as needed.
Assist in developing employee schedules.
Maintain a safe and clean work environment.
Promote Peckham’s vision, values, and services to customers and stakeholders.
Assist in maintaining organization-wide quality standards.
Attend meetings as needed.
Perform miscellaneous related duties as assigned.