Coach and develop laptop repair technicians: Provide guidance, training, and support to help technicians improve their technical skills and maintain adherence to established repair standards.
Oversee troubleshooting and repair activities: Supervise the team’s problem-solving efforts, ensuring complex hardware issues are resolved efficiently and challenging repairs are completed successfully.
Monitor repair performance: Track and review the quality and timeliness of repairs performed by technicians, ensuring consistent delivery of excellent service across all laptop models.
Develop and implement technical processes: Lead the team in creating and refining procedures that enhance the efficiency and effectiveness of laptop repair operations.
Manage team projects: Coordinate and prioritize tasks, allocate resources, and oversee workloads to ensure successful completion of technical projects within deadlines and budget.
Serve as an escalation point for special requests and exceptions.
Facilitate cross-team collaboration: Work closely with other groups within CDW to support technical services, aligning team efforts with organizational goals and operational requirements.
Oversee training initiatives for technicians and support staff, ensuring the team meets and exceeds key performance indicators (KPIs).

Previous experience managing a team of computer technicians or working in a similar IT supervisory role
Expertise in diagnosing and resolving complex hardware issues, with the ability to support and guide technicians through challenging repairs
Strong written and verbal communication skills for effective team leadership and collaboration
Exceptional attention to detail to maintain high repair standards and quality control
Advanced analytical and problem-solving abilities to address technical and operational challenges
Excellent time management and organizational skills, with the ability to prioritize and delegate tasks effectively among technicians.

Repair Operations Supervisor

Key skills