Operations Supervisor

Gilder Search Group; Cleveland, Northern (OH, KY); On-site; USD 75,000 - 110,000; Full time

Job summary

MCPC is seeking an Operations Supervisor to oversee the Technology Integration Center team, directing IT configuration technicians, subcontractors, and contractors. This role focuses on daily operations, workflow management, and performance optimization to ensure customer satisfaction and efficient service delivery.

The supervisor will monitor service levels, drive process improvements, and manage resource development plans, with emphasis on documentation, policy compliance, and coordination

Qualifications

• 5+ years of resource supervision in a technical environment.
• Experience supervising PC and hardware configuration, repair and logistics.
• Bachelor degree or IT associate preferred, however equivalent work experience will be considered.
• Strong customer service, supervisory and onboarding experience.

Responsibilities

• Supervise MCPC Configuration staff responsible for order management and hardware services.
• Ensure compliance with quality control documents and policies.
• Oversee onboarding of new customers with MCPC Project Managers and manage workflows.
• Maintain service levels and address workflow, quality, and project issues.
• Identify, develop, and implement new processes to increase efficiency and lower costs.
• Utilize MCPC systems to manage workflow, track issues, and advance business goals.
• Perform other duties as assigned.

Skills

Interpersonal skills

Communication

Organizational skills

Analytical ability

Service management

Incident management

MCPC systems

Documentation

Education

IT Associate or Bachelor degree

Tools

Device configuration

Hardware repair

Recertification

Logistics

Job description

Operations Supervisor

Position Overview

The Technology Integration Center Supervisor is responsible for the daily management, performance monitoring and support of entry-level to mid-level IT Configuration Technicians, subcontractors, and contractors. The role will be responsible for directing and assigning work orders via the Technology Center service workflows, assuring customer satisfaction is met by resolving workflow, quality, project, or technology issues and engaging in resource management activities like individual development plans, training, reviews, evaluations, and goal setting.

Key Tasks and Responsibilities

• Supervise MCPC Configuration staff responsible for order management, technical device provisioning and configuration, warranty and non-warranty certified hardware repair services and quality assurance testing.
• Work with staff and management team to ensure technical and process documentation is adhered to and maintained.
• Provide support in managing the onboarding of new customers in collaboration with MCPC Project Managers including project proof of concept, first article build and sign off on device images, customer image management, customer and MCPC IT infrastructure management, and workflow.
• Facilitate workflow in support of defined Service Level Agreements.
• Identify, develop, and implement new processes that contribute to increasing the overall efficiency of the service operations and lowering service costs.
• Utilize internal MCPC systems to support new customer opportunities, manage workflow, track and resolve issues, and generally move the business unit goals forward.
• Ensure compliance in use of quality control documents, time and expense entries, and/or other departmental policies and procedures.
• Other duties as assigned.

Key Outcomes of the Position

• The Technology Integration Center Supervisor will share responsibility in facilitating the general operations of Technology Integration Center team.
• Managerial support of staff including performance, training, time entry reviews, work product inspection, feedback, coaching, onboarding, and generally holding resources accountable to desired business outcomes.

Skills and Attributes Required

• Excellent interpersonal, organizational, communication and analytical skills.
• Knowledge of service and incident management, testing and quality procedures.
• Expert level knowledge of internal MCPC systems.

Experience with knowledge management tools and process documentation.

• Demonstrated ability to effectively multitask in a fast-paced changing environment.
• Ability to work independently and to sustain positive relationships with staff, peers, and customers.
• Team oriented, action oriented, a self-starter with the ability to develop action plans and drives problems to completion through issue resolution.
• Proven track record at successfully applying IT Operations best practices.
• Highly organized with the ability to creatively approach challenges.

Qualifications

This is a hands-on position that will provide MCPC a dedicated individual to supervise, direct, support, develop, and lead technical resources in delivering MCPC services.

• The Technology Integration Center Supervisor candidate will have meaningful experience in customer service, resource allocation and supervision, a strong understanding of technical services like device level configuration, device repair and recertification, logistics, and project onboarding and delivery.
• The ideal candidate will have experience in supervising technical resources with specific experience in PC and hardware configuration, repair, operating system management, application configuration, and logistics.
• Ideal candidates will have a minimum of 5 years of resource supervision (or equivalent project lead) experience in a technical environment.
• Experience and Educational Requirements
  • IT Associates or Bachelor degree preferred, however equivalent work experience will be considered.

Physical Requirements

The physical requirements of this job include frequent sitting with occasional walking around, carrying light objects, grasping and reaching for things, rare stooping/crouching, clarity of vision, speaking and listening ability. The mental requirements of this job include general intelligence, motor coordination skills, coordination of hands, eyes and feet, verbal and numerical intelligence. The workplace environmental conditions are that of a temperature controlled and clean office setting. Occasional driving to other office or customer locations.

Regular attendance and punctuality are an essential job function of this position. In addition, the duties of this job need to be performed inside of our offices (unless authorized due to extraordinary circumstances by your manager and Human Resources) for the purpose of interaction and collaboration with colleagues and/or clients as necessary, the ability to adequately supervise the associate, and/or the availability of necessary equipment utilized for regular job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job related duties requested by their supervisor.