Lead Tech Support Specialist

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.

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 Employees

Experience

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.

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