Supervisor, Technical Service Delivery

Job DescriptionJob DescriptionAbout Quantum Computer Solutions

At QCS, Inc., we're more than just an IT solutions provider-we're a trusted partner to schools and businesses across Florida. Our team is known for being responsive, proactive, and genuinely committed to solving problems before they happen. As a growing small business, we offer a supportive, team-oriented environment where your work makes a real impact. We provide paid time off, medical, dental, and vision benefits, and the chance to be part of a company that values both its clients and its employees.

If you're looking for a role where you will be valued and make a difference every day-apply now!

Position Summary: The Supervisor, Service Delivery oversees the daily operations of multiple service workflows, ensuring timely, high-quality execution across all service lines. This role manages a team of 12+ direct reports across multiple roles and is responsible for performance management, workflow optimization, and monthly reporting to leadership. The Supervisor plays a key role in driving service excellence, employee engagement, and continuous improvement.

Key Responsibilities

Service Delivery Oversight

• Manage daily operations across multiple workflows.
• Ensure service delivery meets internal standards and supports business needs.
• Monitor and report on service performance, including KPIs and service metrics.
• Workflow prioritization (e.g., First In, First Out).
• Reconcile delivery confirmations in the ticketing system.

Team Leadership

• Supervise exempt and non-exempt employees across multiple roles.
• Conduct regular coaching, performance reviews, and team meetings.
• Foster a collaborative and accountable team culture.
• Partner with Operations Manager in onboarding new hires.
• Support training and documentation efforts using SOPs and process guides.

Client & Internal Stakeholder Communication

• Act as a point of contact for service-related issues and escalations.
• Collaborate with internal departments to resolve service challenges and improve outcomes.
• Assist Operations Manager with Partner Programs (e.g., HP, Lenovo, Dell).

Reporting & Compliance

• Prepare and submit monthly reports to leadership covering workflow performance, staffing metrics, and operational insights.
• Ensure compliance with company policies, safety standards, and applicable regulations.

Process Improvement & Change Management

• Identify and implement process improvements to enhance service quality and efficiency.
• Support change initiatives related to tools, workflows, and service delivery infrastructure.
• Evaluate and suggest operational enhancements based on performance data.

Inventory & Logistics

• Oversee inventory tracking and asset management related to service workflows.
• Oversee spare parts inventory to ensure timely ordering and reconciliation.
• Oversee and ensure accountability for timely and safe equipment pickup and delivery across service locations.

Workforce Scheduling

• Create and manage schedules to ensure adequate coverage across workflows and shifts.
• Allocate and manage resources, including personnel and equipment.

Qualifications

• Minimum of 3 years of supervisory experience in service delivery, logistics, or technical operations.
• Associate's degree in a related field , or equivalent industry work experience.
• Proven ability to manage hourly teams across multiple workflows and roles.
• Experience with performance management, coaching, and team development.
• Strong understanding of service delivery principles, including workflow optimization and quality assurance.
• Familiarity with imaging, deployment, and lifecycle management of devices.
• Experience with warranty repair processes, including diagnostics, parts replacement, and documentation.
• Ability to manage inventory systems and ensure accurate asset tracking.
• Skilled in developing and maintaining SOPs and training materials.
• Experience coordinating with vendors or third-party service providers.
• Familiarity with workflow management tools and methodologies.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint); experience with service management tools such as ConnectWise is a plus.
• Ability to interpret and report on KPIs, SLAs, and operational metrics.
• Excellent interpersonal and communication skills, with the ability to lead diverse teams and collaborate across departments.
• Strong problem-solving and decision-making abilities, especially in fast-paced environments.
• Demonstrated ability to foster a positive, accountable, and high-performance team culture.
• Knowledge of safety standards and regulatory compliance relevant to service delivery operations.
• Experience implementing process improvements and managing change initiatives.
• Familiarity with ITIL or similar service management frameworks is desired.
• Must possess the capability to lift and carry items weighing up to 50 pounds.
• Exposure to public sector service delivery or compliance standards desired.
• Must pass a standard employment background check
• Must clear school-specific background check in compliance with the Jessica Lunsford Act.

• Must clear Level 2 Florida Department of Law Enforcement (FDLE) Background check

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