Tech Ops Supervisor

Position Summary:
The Technical Operations Supervisor leads the IT support team in providing hands-on technical assistance at assigned locations. This role focuses on quickly diagnosing and resolving hardware and software issues to keep systems running smoothly while ensuring a high level of customer satisfaction. The supervisor is responsible for developing a strong IT support team, optimizing daily operations, and fostering a culture of efficiency, service excellence, and teamwork. The Technical Operations Supervisor is responsible for their assigned DC, Corporate, or Store locations/departments.

Essential Duties and Responsibilities:

• Leadership & Team Management
  
  
  
  • Leads and mentors the IT support team to meet performance goals and continuously improve service delivery.
  • Promotes a culture of customer service excellence by providing training, setting clear expectations, and supporting career growth.
  • Oversee hiring, salary decisions, and performance management, including evaluations and disciplinary actions when necessary.
  
  
  
  
• IT Operations & Support
  
  
  
  • Manages daily IT operations to keep systems running efficiently, ensuring IT services and infrastructure are well-maintained.
  • Prioritizes and allocates resources to meet operational needs now and in the future.
  • Minimize disruptions by proactively identifying and resolving technical issues.
  • Responds to business needs by optimizing workflows and reducing system incidents.
  
  
  
  
• Process Improvement & Compliance
  
  
  
  • Leads initiatives to enhance IT services and fosters strong relationships with business leaders, vendors, and internal stakeholders.
  • Monitors and measures key performance indicators (KPIs) to track progress and identify areas for improvement.
  • Ensures all IT operations align with company policies, industry standards, and best practices.
  
  
  
  
• Quality Assurance & Service Delivery
  
  
  
  • Oversees quality assurance efforts to maintain high service standards.
  
  
  
  

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  • Develop strategies to improve IT performance and efficiency while adhering to compliance requirements.
  
  
  
  

Employment Standards:
Knowledge

• Knowledge of various operating systems (Windows, Apple, Android) and retail/point-of-sale systems.
• Familiarity with Azure, Citrix, Office 365, networking hardware, printers, mobile devices, and Apple support tools.

Education

• Bachelor's degree in computer science, Information Systems, or equivalent experience.
• Preferred certifications/training in:
  
  
  
  • Leadership
  • IT Infrastructure
  • ITIL (IT Service Management Best Practices)
  
  
  
  

Experience

• Minimum of 3 years of IT management experience.
• Experience in project planning, resource management, and troubleshooting system issues.
• Experience in designing performance metrics and tracking tools.
• Background in supporting large-scale enterprise IT environments while adhering to Service Level Agreements (SLAs).

Essential Requirements

• Proven ability to lead teams, implement best practices, and drive service improvements.
• Strong coaching and mentoring skills to develop high-performing teams.

• Excellent verbal and written communication skills for interacting with various teams and stakeholders.
• Strong organizational and time management skills to handle multiple priorities effectively.
• Analytical mindset for problem-solving and troubleshooting technical issues.
• Ability to write reports, business documents, and procedure manuals.
• Adaptability to changing priorities while maintaining confidentiality with sensitive information.

Working Environment

Travel Required

• Store Roles-up to 80% of the time.
• DC/Corporate Roles- up to 25-40% of the time.
• Overnight travel may be required.

Ability to work extended hours. (Required)

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.

Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals.To learn more, please visit https://dexian.com/.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.