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Internal Help Desk Supervisor

Peckham -
Lansing, MI

Apply Now

Job Details

Full-time
2 days ago

Qualifications

Staff supervision
Employee relationship building
Stakeholder relationship building

Full Job Description

*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*

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:

Email us at [email protected]
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.

Business Line:

Contact Center Solutions

Location:

Lansing, MI

Worker Sub-Type:

Staff Member

Apply Now

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technical support supervisor jobs in lansing, mi

Internal Help Desk Supervisor

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