IT Technical Support Supervisor

Primary

Lead the helpdesk by implementing ITIL and other support best practices and mentoring / growing the skillsets of the Helpdesk resources
Lead 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.

Secondary

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 weekends
Ensure 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 groups
Microsoft Exchange email inboxes
Duo two-factor authentication profiles
Adobe accounts
Oversees two-factor authentication (2FA) enrollment and mobile device management (MDM) enrollment
Manages user permissions in local and cloud environments
Coordinates new-employee technology onboarding training
Secures devices for sensitive data use according to standards, requirements, and regulations

Your Background

• Bachelor’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.
• 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 requirements
• US Citizenship
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Able 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 same
• Understanding of Windows computer systems
• Experience as a helpdesk technician or other customer support role
• Experience with Microsoft 365 office applications and services
• Working knowledge of Active Directory and Group Policy
• Basic technical understand and experience with networking technologies
• Awareness of basic cyber security principles, i.e., password safety and two-factor authentication
• Experience imaging and deploying laptops in a network environment
• Able to pass background screening
• OSHA /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 OneDrive
• Minimum of 10 years of experience in Information Technology, Computer Science, or another relevant field
• Understanding of iOS mobile devices
• Experience with various wireless computer networking technologies
• Beyond-baseline cyber security understanding
• Familiarity with MDM technologies