Technical Support Supervisor

Peckham•Lansing, MI

5d•Remote

About The Position

The ideal candidate will be a self-starter and solution driver that has a passion for mentoring others, coaching, and striving for team excellence. In this role you will be working in a 24x7 help desk environment at our Grand Rapids location. You will be part of a team that supports over 30,000 government employees across the nation supporting 1000+ calls daily. Support calls will mainly focus on ADUC, Hardware and other government specific applications. The Technical Support Supervisor will be for leading a team of up to 15 technicians within a team of over 60 technicians. Peckham encourages employee growth and development, as this is a key component to our working culture. The Technical Support Supervisor provides leadership and direction to Tier 1 Helpdesk Technicians for the United States Department of Agriculture (USDA). The responsibilities include managing help desk operations, quality monitoring, coaching, one-on-one training, record keeping, performance appraisals, real time adherence tracking, and other supervisory departmental duties. This position requires frequent communication and collaboration with upper management, other supervisors and help desk technicians.

Requirements

6 months-1year-Supervisory experience in an IT Call Center or Help Desk
1 year experience in a call center/help desk environment
Passing and maintaining federal and state security background checks.
U.S. Citizenship required due to security clearances

Nice To Haves

Associates/Bachelors

Responsibilities

Provide departmental leadership in the CHD.
Responsible for supervision and development of team member technicians
Ability to display professional written and verbal communication skills at all times
Ensure productivity, quality and timeliness of work in the completion of assigned projects and departmental goals.
Perform tasks to assure service level requirements are met.
Ability to take calls during instances of high call volumes or other emergency related situations.
Responsible for the development of processes and procedures-as needed.
Responsible for monitoring and managing multiple queues (call, incident, chat, etc.).
Ability to comprehend, analyze, and present statistical and metric-based reports.
Supervise department tasks and CHD activities.
Interview and recommend hiring help desk staff as needed.
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 and management of employee schedules as needed.
Promote Peckham’s vision, value, culture, and commitment to excellent customer services to all team members, staff, customers and stakeholders.
Maintain a safe and clean work environment.
Other related duties as assigned.