Internal Help Desk Supervisor

Main Duties and Responsibilities

• 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
• Affirm maintenance of employee schedules
• Maintain a safe and clean work environment
• Promote Peckham’s vision, values, and services to all customers and stakeholders
• Affirm maintenance of 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