Operations Supervisor, End User Compute

US-OH-Berea
2 weeks ago(1/4/2018 10:57 AM)
Job ID
2018-3508
# Positions
1
Experience (Years)
5
Category
Management

Company Overview

MCPc is a technology logistics company that helps clients empower their employees to work from anywhere and on any device through innovative end point computing architectures.

 

The company’s heritage as a top 100 solution integrator and unique anyplace workspace ideology has positioned it to become a thought leader in the rapidly expanding next generation Internet of Things (IoT) marketplace.

 

As customers continue to expand their use of connected devices, MCPc will also continue to deploy and develop enhanced services around managing the intelligent device life-cycle in a proactive and efficient fashion. Headquartered in Cleveland and with branch locations across the Midwest, MCPc provides custom solutions for the three biggest issues facing customers today: Logistics, the Secured Client and Workspace Transformation. These three offerings make up the core of the Anyplace Workspace ®, our answer to the Internet of Things and PC-as-a-Service.

 

MCPc is proud to be an equal opportunity employer, focused on recruiting and retaining top talent at every level. We employ premier associates in the industry who deliver value and support to our growing customer base. In order to ensure MCPc is holding itself to the highest level of security, as a trusted and premier endpoint solutions provider, all new employees must undergo our standard background check and drug screen test for pre-employment purposes.

 

As a NorthCoast 99 winner for 8 consecutive years, MCPc is consistently recognized as one of Northeast Ohio’s best places to work. MCPc offers a comprehensive benefits package which includes optional Medical, Dental, Vision, Short Term Disability, 401k, Voluntary Life Insurance (for you and your family), Group Accident and Critical Illness Insurances as well as company-paid Life and Long Term Disability Insurances. We also offer Paid Time Off, Paid Holidays, a Wellness Program and other perks to take advantage of through our strategic partnerships!

 

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.

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.

Qualifications

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.

 

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