Job Description
It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
Job Description
Provides immediate supervision to a unit of employees. Sets and delegates day-to-day tasks to achieve operational objectives. A portion of time may be spent performing individual tasks related to the unit; however, supervisory activities must constitute a primary part of the job. Supervises unit operations to ensure compliance with divisional and Agency policies, procedures, and defined internal controls. Problems typically involve a single area, process or group. Ensures accountability and stewardship of Agency resources (operational, financial, and human) in compliance with divisional standards and procedures.This role oversees the Service Delivery team by managing performance, mentoring staff, and handling hiring processes while serving as the escalation point for complex end‑user technical issues across devices and applications. It ensures effective help desk operations through ticket management, best‑practice implementation, performance reporting, and oversight of IT asset inventory. The position collaborates with Infrastructure, Security, and Application teams on deployments, contributes to planning and executing end‑user–impacting IT projects, and maintains documentation and training for staff. It also manages vendor relationships, monitors wireless service accounts, and ensures compliance with data privacy and security requirements. The role requires strong technical expertise, communication skills, multitasking ability, and 5–7 years of IT support experience including supervisory responsibilities, with relevant certifications preferred and occasional after-hours availability.
Essential Functions
Supervisory Oversight
· Provide leadership and oversight to the Service Delivery team, including
managing attendance, performance evaluations, mentoring, and professional
development.
· Participate in hiring, onboarding, and termination processes for team
members.
· Foster team growth by guiding staff to build technical and customer service
skills.
Technical Leadership & Support
· Oversee resolution of technical issues related to end user focused technology
including desktops, laptops, mobile devices, printers, and supported
applications.
Serve as escalation point for complex end-user issues and ensure timely
resolution.
Analyze and resolve technical problems for end users, including software and
hardware troubleshooting.
Help Desk Management
· Monitor ticket queues to ensure requests are completed promptly and meet
quality standards.
· Develop and implement best practices for incident management and service
delivery.
· Track and report on performance metrics for support operations.
· Supervise the IT assets tracking and inventory process for all end user
deployed equipment.
Planning, Implementation, and Testing
· Coordinate with the Infrastructure, Security and Application teams on the
deployment of new end-user hardware and software.
· Research and recommend upgrades or replacements for end-user
technologies.
· Assist in planning and executing IT projects impacting end-user systems.
Documentation & Training
· Develop and maintain documentation for end-user support processes and
systems.
· Provide training and orientation for new employees on IT systems and
security practices.
· Deliver ongoing education to staff on new technologies and updates.
Vendor & Stakeholder Management
· Work with vendors to resolve complex hardware/software issues.
· Monitor and manage our wireless vendor/accounts.
· Ensure vendor solutions meet organizational needs and compliance
standards.
Compliance & Confidentiality
· Ensure adherence to data privacy and security regulations.
· Maintain confidentiality regarding sensitive information processed or
accessed.
Job Requirements
Education and Experience
Bachelor’s degree in Information Technology or related field.
5-7 years of experience in IT support with progressive responsibility.
2 years of previous supervisory experience or demonstrated ability to lead
and mentor technical teams.
Equivalent experience may substitute for formal education.
Knowledge, Skills, and Abilities
· Strong knowledge of Windows OS, Microsoft Office Suite, and common
enterprise applications.
· Strong working knowledge of Apple iOS for phones and tablets.
· Ability to troubleshoot and maintain end-user hardware, software, and
peripherals.
· Excellent interpersonal and communication skills for working with users
and technical staff.
· Ability to manage multiple priorities and projects simultaneously.
· Proficiency in developing documentation and training materials.
Licenses/Certifications
· ITIL Foundation, CompTIA A+, Microsoft certifications preferred.
Work Schedule
· Primarily Monday-Friday during business hours with availability for
occasional evening/weekend work for system maintenance or emergencies.
Travel☐ None ☒ Light ☐ Frequent ☐ Other:
Working Conditions
Physical Demands: Lifting/Carrying Walking Sitting Standing Other
Qualifications
Bachelor of Science, Certified Associate in Project Management (CAPM) - Project Management Institute, Equivalent relevant experience (5-7 years), Evaluate Employee Performance, Job Knowledge, Leadership, Microsoft 365 Certification - Microsoft, Microsoft Certified IT Professional (MCITP) - Microsoft, Planning and Organization, Training and Developing EmployeesExperience
Relevant experience (3-6 years)EEO Statement
As an employer, PHFA is committed to having a workforce that is diverse and reflects the residents that it serves. We strive to maintain a workplace where all employees and applicants for employment receive equal opportunities in all aspects of employment. There are numerous policies in place at PHFA to help us honor this commitment.
The Pennsylvania Housing Finance Agency is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, disability, family status, gender, national origin, political affiliation, race or religion.
Diversity Statement
PHFA values, honors and commits to the equitable treatment and elimination of discrimination in all forms. We are committed to the diversity of all staff, and in all programs and services offered.