at Peckham, Inc. in Phoenix, Arizona, United States
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. – Assistant IT Service Management CoordinatorSUMMARY
The Assistant IT Service Management Coordinator provides leadership and direction to their team, while supporting both the entire Operations Support team, and the mission of Peckham. The responsibilities include supervising support-level employees, maintaining the ticket queue for the IT Operations Support teams, scheduling, staffing, training, record keeping, performance appraisals, and other supervisory departmental duties. This role ensures that customer requests are fulfilled within agreed-upon service levels by prioritizing work and achieving optimal resolution efficiency. Assistant IT Service Management Coordinator will also provide performance reporting and set day-to-day operational objectives for the team. Additionally, the Assistant IT Service Management Coordinator r ensures that policies, practices, and procedures are understood and followed by direct reports, customers, and stakeholders. This position will assist the Director of IT Operations Support to ensure customer service levels are maintained and tier 2 tasks are being completed within established service level agreements.MAIN DUTIES AND RESPONSIBILITIES
+ Lead and supervise a team of 3-10 IT Operations Support Administrators, providing guidance on Peckham policies and procedures while adapting to the team’s needs through training and coaching.
+ Monitor IT Operations Support request queues to ensure service level agreements (SLAs) are met, escalating requests at risk of breaching SLAs and ensuring proper tracking of service requests and incidents.
+ Facilitate ticket assignment and project resource allocation based on workload, under the direction of the Director of IT Operations Support.
+ Conduct team meetings to deliver updates, provide constructive feedback, and ensure effective communication within the team.
+ Provide tier 2 support for incidents and service requests.
+ Generate service level and performance reports for all IT Operations Support teams and coordinate tickets that cross organizational boundaries to enhance customer satisfaction.
+ Maintain relationships with internal partners and stakeholders, providing updates to other departments as needed.
+ Oversee inventory management, including monitoring equipment levels, shipping and receiving IT equipment, and tracking assets in the asset management tool.
+ Maintain and update knowledge base articles and documentation, while analyzing ticket patterns and escalating trends to the IT Operations Support Manager.
OTHER DUTIES AND RESPONSIBILITIES
+ Follow processes and procedures established by other teams and departments.
+ Provide basic troubleshooting for incidents and work orders.
+ Assists customers to provide tier 2 support.
+ Maintain a safe and clean work environment.
+ Promote Peckham’s vision values and services to all customers and stakeholders.
+ Assist in maintaining organizational wide quality standards.
+ Other related duties as assigned.
SUPERVISORY RESPONSIBILITIES
+ This position has direct supervisory responsibility.
+ Develop a unified team that reflects Peckham’s culture and values.
+ Provide mentorship and coaching.
+ Track daily team attendance and 30:30 discussions in the appropriate systems.
MINIMUM QUALIFICATIONS
+ Associate Degree or higher in Computer Technology or closely related field of study
+ A combination of certification and/or experience will be considered in lieu of a degree
+ 3 + Years experience in a systems administration/desktop support role
+ 6 Months or More experience in a supervisor or team lead capacity, or experience coaching and training others
+ U.S. Citizenship due to security clearances
+ Must have access to reliable transportation.
+ This position requires passing and maintaining federal and state security background checks as well as obtaining multiple security clearances to meet contract requirements.
+ Familiarity or ability to learn Microsoft Office365 applications
+ Ability to learn various computer systems, including OnTime, WorkDay, and Workboard.
+ Excellent analytical and problem-solving skills
+ Understanding of IT service management principles, frameworks (e.g., ITIL), and best practices.
+ Excellent verbal and written communication skills for delivering updates, providing feedback, and collaborating with internal partners.
+ Ability to adapt to changing priorities and work effectively in a fast-paced environment.
+ Ability to plan, prioritize and/or direct the responsibilities of people or teams
PREFERRED QUALIFICATIONS
+ Experience with tools such as Microsoft Teams, Microsoft SharePoint and remote desktop control tools
+ Project management and implementation experience is
+ Microsoft Certified Solutions Associate (MCSA): Windows 10
+ ITIL v4 Certification
+ CompTIA A+ Certification
+ CompTIA Security+ Certification
COMPETENCIES
+ Business Acumen
+ Decision Making
+ Developing Others
+ Effective Communication
+ Inspiring Trust and Confidence
+ Leading Others
+ Relationship Building
+ Results Orientated
+ Strategic Thinking
PHYSICAL AND MENTAL DEMANDS
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case by case basis.
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 (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:
Peckham IT
Location:
Phoenix, AZ
Worker Sub-Type:
Staff Member
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