*Staff positions are supportive roles providing support to our rehabilitation mission. Applicants for staff positions do not need to have a barrier to employment to be eligible for these roles.*
*To ensure full consideration for a staff position, please attach a resume to your application so we can gain a complete view of your experiences*
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:
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Provide departmental leadership for the internal help desk technicians
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Responsible for supervision of team member technicians to assure productivity, quality and timeliness of work in the completion of assigned projects and departmental goals
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Perform tasks to assure service level requirements are met
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Supervise department tasks and help desk activities
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Interview and recommend hiring internal help desk technicians
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Maintain accurate department records
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Complete and deliver timely employee performance appraisals and monitor staff quality and performance
OTHER DUTIES AND RESPONSIBILITIES
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Assist with planning and implementing contract projects, workflows, and tools
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Assist in the design and maintenance of knowledge base
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Assist with contract analytics and reporting
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Assist in the design, development, and delivery of new employee training as needed
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Assist in the development of employee schedules
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Maintain a safe and clean work environment
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Promote Peckham’s vision, values, and services to all customers and stakeholders
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Assist in maintaining organization wide quality standards
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Attend meetings as needed
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Other related duties as assigned
SUPERVISORY RESPONSIBILITIES
This job has supervisory responsibilities.
MINIMUM QUALIFICATIONS
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Passing and maintaining federal and state security background checks
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U.S. Citizenship required due to security clearances
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High School diploma, G.E.D., or equivalent
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3 - 6 months supervisory or leadership experience
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Must be able to obtain HDI Support Center Analyst certificate within the first year
PREFERRED QUALIFICATIONS
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6 months - 1 year experience in an IT Call Center or Help Desk
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Knowledge of HTML or other coding
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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:
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Email us at [email protected]
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Call us at (517) 316-4000
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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.
Business Line:
Contact Center Solutions
Location:
Lansing, MI
Worker Sub-Type:
Staff Member
