In-house Operations Supervisor

What You'll Do:

• Responsible for the recruitment, evaluation, professional development, and retention of hourly team members.
• Collaborates with senior leadership to assess, track, and manage staffing needs and levels to assure efficient workforce management.
• Manages employee time cards weekly to ensure accuracy, including timecard approvals for payroll periods.
• 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 manufacturer service provider manuals and ISO.
• Supports certification requirements of technicians (ACHC, etc.) and keeps certifications up to date by collaborating with Human Resources.
• Ensures client tickets are completed accurately and in line with ComputerCare procedures and processes.
• Builds and maintains positive relationships with customers and vendors to ensure issues are resolved quickly and professionally.
• Collaborates with Customer Account Executives to develop, review, and support execution of customer contracts aligned with standards and Service Level Agreements.
• Implements and refines SOPs for intake, diagnostics, repair, QA, and redeployment.
• Partners with teams across the organization to ensure business outcomes are met within the repair and IT asset management process.
• Works with organizational leaders to report on accountability metrics and quality control, manage and audit returned units, and plan for and manage repair backlog.
• Oversees the facilitation of cycle counts and performs audits as required, escalating issues when necessary.
• Drives excellence in Health and Safety programs, fostering a culture of safe work by eliminating hazards and risks wherever possible.
• Commits to continuous improvement, identifying opportunities to enhance procedures, customer experience, team efficiency, and goal attainment.
• Serves as a trusted representative of the organization, advocating for the highest level of service to customers.

What You'll Bring:

• 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 a plus!

Perks and Benefits:

• Comprehensive Medical, Dental, and Vision plans to keep you feeling your best
• 401(k) with employer match—because your future matters
• Company-paid Life Insurance, plus HSA & FSA options
• Employee Assistance Program (EAP) for real support when you need it
• Adoption Assistance to help grow your family
• Commuter Benefits for an easier ride
• Free Coursera Professional Certifications to level up your skills
• Generous vacation & sick time, plus paid time off to give back to your community