In-house Operations Supervisor

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 In-House Operations Supervisor, you’ll oversee daily service delivery tied to IT asset management—guiding hardware repair workflows and managing the full device lifecycle, from inventory and deployment through recovery and secure decommissioning. You’ll ensure every process runs accurately, efficiently, and in alignment with company standards and security protocols. If operational excellence, hardware logistics, and smooth coordination are your superpowers, this is where you’ll shine! 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