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Peckham, Inc- Technical Internal Help Desk Supervisor

SUMMARY

The Internal Help Desk Supervisor provides leadership and direction to Internal Help Desk Technicians on a 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 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.

MAIN DUTIES AND RESPONSIBILITIES include the following:

• 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

OTHER DUTIES AND RESPONSIBILITIES

• 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

SUPERVISORY RESPONSIBILITIES

This job has supervisory responsibilities.

MINIMUM QUALIFICATIONS

• 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

PREFERRED QUALIFICATIONS

• 6 months- 1 year experience in an IT Call Center or Help Desk
• Knowledge of HTML or other coding
• Proficiency in Spanish

COMPETENCIES

Analytical Thinking

Building Strong Relationships

Communication

Constructive Feedback and Giving Correction

Continuous Improvement

Developing a Successful Team

Initiative

Training, Mentoring, and Coaching

Trustworthy

Strategic Thinking

Use of Technology

WORK ENVIRONMENT

The noise level in the work environment is usually moderate.

PHYSICAL DEMANDS

The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case-by-case basis.

PECKHAM IS AN EQUAL OPPORTUNITY EMPLOYER

EEO/AA Employer/Vet/Disabled.  Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law.

REASONABLE ACCOMMODATION FOR APPLYING NOTICE

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:

• Click HERE and you will be directed to the ILRU Directory to find an agency in your area that can assist you
• Click HERE and you will be directed to the American Jobs Center (AJC) finder to locate a center near you
• Email us at

  careers@peckham.org?subject=Reasonable%20Accommodation%20for%20Applying

• Call us at (517) 316-4000
• Visit us at: 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.

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