IT Technical Support SupervisorFounded and family-owned since 1896, Rhoads Industries is a total solution provider of industrial fabrication, mechanical/maintenance and maritime services. In addition to our field service and project skilled labor, Rhoads has expansive shipyard facilities and over 300,000 square feet of heavy manufacturing space located in The Navy Yard in Philadelphia. Rhoads' capabilities enable our customers to achieve superior results by deploying our diverse, highly skilled workforce and fabrication capabilities across commercial, government and maritime projects, all backed by state-of-the-art resources and a 100+ year legacy of leadership. As a member of the Rhoads team, you'll join a quickly growing team of energetic, skilled tradespeople and professionals who are committed to delivering exceptional products and services to our customers across every market we serve.
We are building on our success across more than a century by continuing to grow an innovative company dedicated to building exciting careers. Come join our journey, and experience what it means to be Done Right with Rhoads.We are currently looking for an IT Technical Support Supervisor to join our dynamic, fast-paced, and growing team. The IT Technical Support Supervisor is a leadership position responsible for overseeing and delivering efficient and effective technical support to end-users within the organization. This role involves troubleshooting and resolving hardware and software issues, maintaining IT infrastructure, and assisting in the implementation of IT projects.
This position is essential to establishing and improving the company end-user support processes, overseeing 2-3 other support technicians, establishing best practices for IT ticket response and resolution, and participating as a leader in the larger IT organization. The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to work independently and as part of a team.Supports IT department staff to provide helpdesk support to employees, respond to queries, and diagnose and resolve end-user incidents. Serves as the leader of a team of support technicians for end users seeking technical assistance in person or via email and phone, and fills as the network support technician in the helpdesk role. Configures and deploys end-user computers, peripherals, and handheld devices.What You Will Be DoingLead the helpdesk by implementing ITIL and other support best practices and mentoring / growing the skillsets of the Helpdesk resourcesLead the provision of level I thru III support for IT-related issues, including hardware, software, network, and peripheral devices.Implement, document and track support requests using the IT ticketing system, ensuring timely resolution and communication with end-users.Participate in IT projects, including hardware and software upgrades, migrations, and new technology implementations.Maintain knowledge of current IT trends, technologies, and best practices.
Respond to end-user helpdesk queries, and must be available outside of normal working hours when scheduled, with the possibility including weekendsEnsure full accounting for, and management of IT assets in the company and build a plan for scalable asset support going into the future.Oversee the aspects of Onboarding new employees including:Active Directory / Azure Active Directory accounts and groupsMicrosoft Exchange email inboxesDuo two-factor authentication profilesAdobe accountsOversees two-factor authentication (2FA) enrollment and mobile device management (MDM) enrollmentManages user permissions in local and cloud environmentsCoordinates new-employee technology onboarding trainingSecures devices for sensitive data use according to standards, requirements, and regulationsSecondary ResponsibilitiesPrepares, deploys, and inventories laptop and desktop workstations, mobile phones, and kiosk tabletsProvide training and support to end-users on various software applications and IT tools.Assist with the deployment and maintenance of IT infrastructure, including servers, networks, and storage systems.Assist in the development and implementation of IT policies and procedures.Assists with general management of network infrastructure hardwareConfigures and organizes Active Directory Organizational Units (OUs) and Group Policy Objects (GPOs)Administrates Microsoft SharePoint Online siteContributes to development of cloud applications and systemsWrites documentation for systems and processes and publishes user guidesYour BackgroundBachelor's degree in information technology, Computer Science, or a related field (or equivalent experience and certification).ITIL Certification, Microsoft certification (any). Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.Required:Minimum 10+ years of experience leading a team of support technicians.Minimum of 5+ years in a lead or supervisory position with responsibilities overseeing staff, processes, and procedures.Familiar with DOD, DFARS, and other defense related IT requirementsUS CitizenshipExcellent communication and interpersonal skills.Strong problem-solving abilities and attention to detail.Ability to work independently and manage and delegate multiple priorities in a fast-paced environment.Competence in troubleshooting, diagnosing, and resolving basic technical issues and mentoring others in doing the sameUnderstanding of Windows computer systemsExperience as a helpdesk technician or other customer support roleExperience with Microsoft 365 office applications and servicesWorking knowledge of Active Directory and Group PolicyBasic technical understand and experience with networking technologiesAwareness of basic cyber security principles, i.e., password safety and two-factor authentication.Experience imaging and deploying laptops in a network environmentAbility to pass background screeningOSHA /10 safety training required provided by Rhoads, having an up-to-date OSHA/10 or greater is a plus.Preferred:Working knowledge of Microsoft SharePoint Online, Microsoft Teams, and Microsoft OneDriveMinimum of 10 years of experience in Information Technology, Computer Science, or another relevant field.Understanding of iOS mobile devicesExperience with various wireless computer networking technologiesUnderstanding of basic programming fundamentalsBeyond-baseline cyber security understandingFamiliarity with MDM technologiesThe Work Environment at RhoadsThe performance of this position involves exposure to construction or industrial areas where the use of personal protective equipment such as safety glasses, hard hats and hearing protection is required.What Rhoads Can Offer YouCompetitive health insurance packages401k matchingPTOOur LocationWe are based out of The Navy Yard in Philadelphia, a reimagined industrial locale with more than 150 companies, 15,000+ people, 20 acres of parks, dining options, public art, and events throughout the year. Recognized as a leading model for repurposing military and industrial assets for a diversified modern economy, The Navy Yard has been dubbed "the coolest shipyard in America."