In-house Operations Supervisor

Description

The In-House Operations Supervisor is responsible for overseeing the daily operations related to IT asset management service delivery, hardware repair workflows, and the end-to-end device lifecycle process within the organization. This role ensures that all device inventory, repair, deployment, recovery, and decommissioning processes are executed accurately, efficiently, and in compliance with organizational standards and security protocols.The ideal candidate is a detail-oriented, hands-on leader with strong operational acumen in managing IT hardware logistics, vendor coordination, and technical support workflows.

• Responsible for the recruitment, evaluation, professional development, and retention of hourly team members.
• Monitors performance metrics and prepares monthly reports for leadership to identify trends and areas of improvement.
• Ensures work operations conform to acceptable standards and guidelines as outlined in the manufacturers service provider manuals and ISO.
• Supports certification requirements of technicians (ACHC, et al) and responsible for keeping team certifications up to date by collaborating with the Human Resources department.
• Ability to travel between worksite locations as necessary.

• Collaborates with Customer Account Executives to develop, review, and support the execution of customer contracts, ensuring alignment with organizational standards and timely fulfillment of customer needs according to Service Level Agreements.
• Manages employee time cards on a weekly basis to ensure timecard accuracy, including timecard approvals for payroll weeks.
• Ensures that all client tickets are appropriately completed using applicable systems, and are in line with ComputerCare procedures and processes.
• Builds and maintains positive relationships with customers and vendors via verbal and written communications to ensure that any issues that arise are addressed quickly and professionally.
• Commits to continuous improvement, including focus on identifying areas where procedures and processes can improve customer experience, efficiency and lead the team to meet goals.
• Implements and refines SOP’s for intake, diagnostics, repair, QA, and redeployment.
• Partners with teams across the organization to ensure business outcomes are being met within the repair and IT asset management process.
• Works directly with other leaders in the organization to report on accountability metrics and quality control oversight, manage and audit returned units based on repair quality, and plan for and manage repair backlog.
• Collaborates with senior leadership to assess, track, and manage staffing needs and levels to assure efficient workforce management.
• Serves as a trusted representative of the organization—advocating for the highest level of service to our customers.
• Drives excellence in Health and Safety programs, ensuring a culture of a safe work environment by eliminating hazards and risks wherever possible.
• Oversees the facilitation of cycle counts and performs audits as required, escalating to the appropriate channels.
• Performs other duties as assigned by leadership.

• 3+ years experience in a management role, with direct supervisory experience
• 1+ years experience in project management including planning and launch
• 1+ years experience in IT operations, device lifecycle management or hardware support environment
• 1+ years of experience in Customer Service roles
• Ability to be primarily onsite in an operational or warehouse-like setting
• Committed to staying current on technology, procedures and training for manufacturers
• Knowledge of Microsoft Excel, Word, or the Google Suite
• Experience analyzing data to drive decisions
• Netsuite or Salesforce experience is strongly preferred

ComputerCare is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.