IT Technical Support Supervisor

Founded 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 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 Doing

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.

* 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

* Pre Veil encrypted email and storage 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

Secondary:

* Prepares, deploys, and inventories laptop and desktop workstations, mobile phones, and kiosk tablets

* Provide training and support to end-users on various software applications and IT tools.

* Assist with the deployment and maintenance of IT infrastructure, including servers,…