Technical Operations Supervisor

Job description

ComputerCare has spent more than 20 years building something rare in the IT world: a company where technical excellence and genuine human connection are valued equally. We're the trusted partner that IT leaders turn to when technology can't afford to fail. As a woman-owned business serving innovative companies worldwide, we combine certified technical expertise with a human approach. Whether it's managing complex device lifecycles for global teams or performing authorized repairs for Apple, Lenovo, HP and Dell devices, our work directly impacts how thousands of people stay productive every day. We never outsource our work because we believe in accountability, quality, and building lasting relationships—with our clients and as a team. If you're passionate about technology, take pride in solving real problems, and want to be part of a company that values both technical excellence and the people behind it, ComputerCare is where you belong. **Come join us in our mission of being the Human Side of Hardware!** As the **Technical Operations Supervisor**, you will play a critical role in ensuring daily operational success by managing task execution, facilitating team communications, and upholding service standards. Reporting to the Field Operations Manager, you will be responsible for executing the daily plan, coaching team members, and ensuring compliance with established processes and quality standards. This role is both people- and process-focused, requiring a balance of tactical leadership and operational discipline. ### What You'll Do: - Coordinate daily and next-day scheduling of tasks and team assignments to align with operational goals. - Lead daily standup meetings to communicate priorities, metrics, and task expectations to team members. - Monitor team performance and provide coaching and support to drive continuous improvement. - Facilitate execution of assigned accountability initiatives and support internal communication of related goals. - Provide hands-on oversight of tools, asset handling, and repair processes to ensure proper use and resolution of technical issues - Support onboarding and ongoing training of technicians, ensuring compliance with internal SOPs and regulatory requirements. - Audit and manage the completion of open/unclosed internal tasks to ensure operational compliance. - Monitor pending diagnostics and communicate follow-up actions to team members and leadership. - Partner with Quality Assurance teams to ensure work meets defined standards and that feedback loops are in place. - Track progress against service level agreements (SLAs) and escalate risks to timelines or quality as needed. - Contribute to documentation and updates of Standard Operating Procedures (SOPs) to reflect current practices. - Oversee safety, organization, and day-to-day operations within the assigned worksite. - Conduct regular cycle counts and ensure accurate inventory tracking and reporting. - Approve timecards and time-off requests in accordance with company policies and payroll timelines. - Serve as a frontline resource for issue escalation, helping troubleshoot problems and facilitate timely resolutions. - Lead by example to promote a positive, accountable, and performance-driven culture. - Attend and participate in quarterly company leadership offsite meetings, collaborating on company initiatives and deliverables. - Engage with vendors, customers, and team members with a positive attitude, aligning with the company's core values. - Drive excellence in Health and Safety programs, ensuring a culture of a safe work environment by eliminating hazards and risks wherever possible. - Perform other duties as assigned by leadership. ### What You'll Bring: - 3+ years of management experience with direct supervisory responsibilities. - 3+ years in project management, including planning and execution. - 1+ year of customer service experience. - Commitment to staying current on technology and manufacturer procedures. - Strong skills in Microsoft Excel, Word, or Google Suite. - Experience using data to make informed decisions. - Netsuite or Salesforce experience preferred. - Ability to travel up to 5% of the year as needed. ### 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