IT Technical Support Supervisor
On-site · Philadelphia, Pennsylvania, United States
Job Summary
IT Technical Support Supervisor lead for end-user IT support at Rhoads Industries in Philadelphia (Navy Yard). You will oversee a small helpdesk team (2-3 technicians), implement ITIL-based practices, provide Level I–III issue resolution for hardware, software, network, and peripheral devices, and drive onboarding and asset management. Responsibilities include configuring and deploying end-user devices, managing Active Directory/Azure AD accounts and groups, Exchange inboxes, Duo 2FA, Adobe accounts, 2FA enrollment and MDM, user permissions, onboarding training, and maintaining security standards. Secondary duties involve provisioning workstations, supporting various software applications and IT infrastructure, and contributing to IT policy development. Requirements include a Bachelor’s degree or equivalent experience, ITIL and Microsoft certifications (preferred), 10+ years of leadership in IT support, familiarity with DOD/DFARS, US Citizenship, and strong Windows/Microsoft 365/AD/GPO experience. The role requires availability outside normal hours and may involve occasional travel, with location at The Navy Yard in Philadelphia and exposure to industrial environments. The organization offers competitive benefits including health insurance, 401k matching, and PTO.
Required Qualifications
- Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience and certification)
- ITIL Certification, Microsoft certification (any) or relevant certifications such as CompTIA A+, Network+, MCP are a plus
- Minimum 10+ years of experience leading a team of support technicians
- Minimum 5+ years in a lead or supervisory position with responsibilities overseeing staff, processes, and procedures
- Familiar with DOD, DFARS, and other defense related IT requirements
- US Citizenship
- Experience with Microsoft 365 office applications and services
- Working knowledge of Active Directory and Group Policy
- Experience imaging and deploying laptops in a network environment
- Strong problem-solving abilities and attention to detail
- Excellent communication and interpersonal skills
- Ability to work independently and manage multiple priorities in a fast-paced environment
- Understanding of Windows computer systems
- Experience as a helpdesk technician or other customer support role
- Ability to pass background screening
- OSHA/10 safety training is a plus
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