The Technical Support Supervisor leads Service Desk Technicians supporting a federal government Tier 1 Service Desk. The role is onsite in Lansing, Michigan and focuses on supervision, help desk operations support, training, quality monitoring, and staff performance management.
Key Responsibilities
- Provide departmental leadership for help desk technicians working on Tier 1 service desk operations.
- Supervise team member technicians to support productivity, work quality, and timely completion of assigned projects and departmental goals.
- Perform tasks that help ensure service level requirements are met.
- Oversee department tasks and help desk activities.
- Interview and recommend hiring help desk technicians.
- Maintain accurate departmental 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 with the development of employee schedules.
- Maintain a safe and clean work environment.
- Promote the organization’s vision, values, and services to customers and stakeholders.
- Assist in maintaining organization-wide quality standards.
- Attend meetings as needed.
- Support miscellaneous related duties as assigned.
Supervisory Responsibilities
This job has supervisory responsibilities.
Competencies
- Building Strong Relationships
- Communication
- Constructive Feedback and Giving Correction
- Developing a Successful Team
- Initiative
- Training, Mentoring, and Coaching
- Trustworthy
- Use of Technology
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 to 6 months supervisory or leadership experience.
- 6 months to 1 year experience in an IT Call Center or Help Desk.
Work Environment
The noise level in the work environment is usually moderate.
Physical Demands
Physical demands may be reasonably accommodated for individuals with disabilities on a case-by-case basis.
Reasonable Accommodation for Applying
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance or a reasonable accommodation to complete any part of your application, please contact the recruiting team:
- Email: careers@peckham.org
- Phone: (517) 316-4000
- In person: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm)
Examples of reasonable accommodations may include making a change to the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
Additional Details
- Business line: Contact Center Solutions
- Location: Lansing, MI (onsite)
- Worker subtype: Staff Member
