Supervisor, IT Repairs Operation Center - INTERNAL ONLY

BCPS • Towson, MD

1d

About The Position

Oversees the daily operations of the team responsible for the collection, evaluation, quality control, and repair of student and staff devices across Baltimore County Public Schools (BCPS). Ensures that all devices and related materials are prepared, refurbished, and deployed to meet instructional and operational needs. Provides technical leadership, workflow management, and cross‑team coordination to maintain high service standards and operational readiness. Ensures technicians understand broader IT Operations functions so that they can support other teams during peak demand or emergencies. Performs other duties as assigned.

Requirements

• Possession of an associate’s degree.
• Five years of experience in technical support of personal computers, operating systems, and software.
• Possession of a valid class C Maryland driver's license or an equivalent is required.
• Ability to supervise and motivate a team of PC Technicians.
• Ability to plan, coordinate, and review assignments.
• Ability to work with management to research and resolve technology issues.
• Ability to adapt to changes in the field.
• Knowledge of the principles and practices of providing technical support to a large, diverse computer network and its users.
• Knowledge of personal computers, printers, network hardware, software, and operating systems.
• Knowledge of Microsoft applications and operating systems.
• Knowledge of the principles and practices of local and wide-area network administration.
• Skill in communicating effectively.
• Skill in providing customer service and resolving customer service issues.
• Skill in collaborating with clients.
• Skill in communicating complex, technical concepts to clients, non-technical staff, and others.
• Skill in providing training to staff and clients.
• Skill in establishing and maintaining effective working relationships.
• Skill in drafting documentation, reports, correspondence, and other written documents.
• Skill in installing, configuring, maintaining, and trouble-shooting personal computers and related equipment.
• Skill in installing, configuring, maintaining, and trouble-shooting operating systems, software applications, and cabling components.
• Skill in organization and time management.
• Skill in providing technical assistance, guidance, and training.
• Skill in effectively prioritizing assignments and tasks.

Nice To Haves

• Supervisory experience in the field of technology is preferred.

Responsibilities

• Direct, schedule, and oversee daily activities of Repair Operations Center technicians.
• Manage workflows for device intake, assessment, repair, imaging, quality assurance, and redeployment.
• Ensure all devices meet BCPS standards for configuration, security, and readiness before returning to schools or offices.
• Maintain accurate inventory records for devices, parts, and materials using district asset management systems.
• Monitor repair metrics, turnaround times, and quality indicators to ensure consistent service levels.
• Oversee diagnostic processes, repair procedures, and quality checks for student and staff devices.
• Ensure adherence to manufacturer guidelines, district standards, and warranty requirements.
• Identify recurring device issues and recommend process improvements or preventive measures.
• Maintain a safe, organized, and efficient repair environment.
• Ensure timely fulfillment of requests from schools, central offices, and other IT Operations teams.
• Develop a working understanding of all IT Operations teams, including Support, Logistic, Asset Management, and Call Center.
• Coordinate with these teams to support districtwide initiatives, device rollouts, and emergency response needs.
• Reassign or supplement staff during high‑volume periods or critical incidents.
• Train, mentor, and evaluate Repair Operations Center technicians.
• Provide ongoing coaching to build technical skills, customer service capabilities, and cross-functional readiness.
• Promote a culture of accountability, teamwork, and continuous improvement.
• Prepare regular reports on repair volume, device status, inventory levels, and operational performance.
• Ensure compliance with district policies, data security requirements, and safety protocols.
• Assist with budget planning related to parts, tools, and equipment.

Benefits

• BCPS offers a comprehensive benefits program for eligible employees including options for medical plans, dental plans, vision, life insurance, flexible spending accounts, disability coverage, and 403(b)/457 plans.
• Other benefits include paid vacation, paid holiday’s, sick, personal business, and bereavement days, and flexible leave options such as FMLA, sick bank, and board approved leaves.
• All new hires will attend a benefits meeting upon hire.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree