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. Peckham, Inc - Internal Help Desk Supervisor SUMMARYThe 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 RESPONSIBILITIESThis 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
COMPETENCIESBuilding Strong RelationshipsCommunicationConstructive Feedback and Giving CorrectionDeveloping a Successful TeamInitiativeTraining, Mentoring, and CoachingTrustworthy Use of TechnologyWORK ENVIRONMENTThe noise level in the work environment is usually moderate.PHYSICAL DEMANDSThe physical demands of this position may be reasonably accommodated for individuals with disabilities on a case-by-case basis.PECKHAM IS AN EQUAL OPPORTUNITY EMPLOYEREEO/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 (https://www.ilru.org/projects/cil-net/cil-center-and-association-directory) and you will be directed to the ILRU Directory to find an agency in your area that can assist you
Click HERE (https://www.careeronestop.org/LocalHelp/AmericanJobCenters/american-job-centers.aspx) and you will be directed to the American Jobs Center (AJC) finder to locate a center near you
Email us at careers@peckham.org
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 SolutionsLocation:Lansing, MIWorker Sub-Type:Staff MemberClick here to return to the main search page (https://peckham.wd5.myworkdayjobs.com/staffexternalcareersite) ABOUT PECKHAMPeckham is a national award-winning social enterprise, recognized for its achievement in providing exceptional vocational rehabilitation for people with disabilities and barriers to employment. We accomplish our mission by working with community partners and through our own diverse business lines consisting of apparel manufacturing, warehousing, call centers, environmental services, and farming. Peckham prides itself on having a great culture which fosters a respectful, collaborative, and fun work environment. Employees are encouraged to bring their whole selves to work, share ideas, and engage in lifelong learning. Our culture further supports our mission by encouraging flexibility, health, and wellness. Staff enjoy benefits such as generous PTO policies, modern facilities, pet friendly work sites, free fruit, fitness classes, massages available for purchase, and opportunities for flexible work arrangements.MISSIONPeckham, a nonprofit community vocational rehabilitation organization, is a unique business and human services agency which values quality, diversity, and performance. Our mission is to provide a wide range of opportunities to maximize human potential for persons striving for greater independence and self-sufficiency. We embrace collaboration, effective resource management, and innovative approaches to achieve world-class excellence.VISIONTo prove that people with disabilities and other barriers are more than capable of delivering world-class, high-quality products and solutions.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. EEO is Law (https://dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) Peckham participates in the E-Verify program. For more information please click follow this link (https://e-verify.uscis.gov/web/media/resourcesContents/E-VerifyParticipationPosterES.pdf) For information on Immigrant and Employee Rights (IER), follow this link (https://www.justice.gov/crt/case-document/file/1133936/download) Pay Transparency Nondiscrimination ProvisionREASONABLE ACCOMMODATION NOTICE Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. [1] Section 503 of the Rehabilitation Act of 1973, as amended. For more information on the equal employment obligations of Federal contractors, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp. Visit www.peckham.org to learn more.
