IT Technical Operations /Supervisor

Company Description

MCPC is a global endpoint management company focused on improving performance, security and sustainability for our clients. MCPC has a purpose, a strategy, and a set of values that animate everything we do.  We provide a wide range of services to our clients including Managed Security, Technology Logistics, IT Talent Solutions and IT Asset Management and Disposition. MCPC has consistently been recognized as one of the top companies in the area to work for and we are proud to have employee retention rates that far exceed the national average. MCPC has a strong commitment to Diversity and Inclusion as well as our Early Talent Program that offers opportunities for people of every education level. MCPC also has a strong commitment to giving back to the community through a variety of means including The Foundry, www.clevelandfoundry.org, which was created by our Founder/Chairman Michael Trebilcock.

Core Values:

Principle

Understanding our client’s needs by applying the appropriate people, process, and technology to achieve the desired outcomes.

Quality

Tailoring our services to each client’s individual circumstances by maintaining rigorous quality control that is accountable and predictable.

Respect

We welcome the unique contributions of each member of the team by striving to communicate, listen and collaborate in everything we do.

Advancement

MCPc offers employees ample opportunities to enhance their skills and grow as people.  In 2022, 67 Associates received promotions which is 20% of our workforce!

Innovation

MCPc Pioneers new approaches to technology management by measuring and quantifying the value of our services.

Community commitment

We engage with organizations that address educational, cultural, and social needs.   We achieve this by enhancing career development, recreational and educational opportunities for the communities we serve.

Benefits & Appreciation:

• 401k matching and ROTH option
• Company sponsored events (picnics, cookouts, and volunteering opportunities).
• Competitive Medical, Dental and Vision package.
• Company paid Holidays and Paid Time Off.
• Career paths and advancement

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.  

Qualifications

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.

Skills and Attributes Required:

• Excellent interpersonal, organizational, communication and analytical skills.
• Knowledge of service and incident management, testing and quality procedures.
• 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

Experience and Educational Requirements:

IT Associates or Bachelor degree preferred, however equivalent work experience will be considered

Additional Information

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.