Head of Operations

Cell Tech Inc•Dulles, VA

2d•Onsite

About The Position

Cell Tech Inc. provides technology lifecycle services to K–12 school districts, including device repair, break/fix services, deployments, white-glove configuration, inventory management, warehousing, and courier/logistics services. The Head of Operations is responsible for the overall daily performance of a facility, including repair operations, staffing, inventory, logistics, quality control, productivity, customer requirements, and service-level performance. This is a hands-on leadership position that involves working on the operations floor with technicians, drivers, warehouse staff, and management to ensure customer commitments are completed accurately and on time. The successful candidate will organize teams, prioritize workloads, resolve operational challenges, and ensure work is completed efficiently and on schedule. The role also supports large-scale device deployment, refresh, repair, and logistics projects.

Requirements

Previous experience in an operations supervisory or team leadership role is preferred.
Experience working in a repair center, warehouse, logistics operation, IT services facility, or similar environment.
Strong leadership, organizational, and problem-solving abilities.
Ability to supervise teams and manage multiple operational priorities.
Excellent communication and interpersonal skills.
Proficiency with spreadsheets, reporting tools, inventory systems, and operational software.
Ability to monitor productivity, identify workflow challenges, and implement corrective actions.
Strong attention to detail, accountability, and time management.
Ability to work independently and make effective operational decisions.
Willingness to work directly on the operations floor and lead by example.

Nice To Haves

Laptop, Chromebook, or computer hardware repair operations experience.
Warranty and out-of-warranty repair program experience.
Device deployment and white-glove configuration services experience.
Inventory control, parts management, and warehouse operations experience.
Courier, transportation, and logistics coordination experience.
K–12 school district technology services experience.
KPI tracking, SLA monitoring, and operational reporting experience.
Quality control and continuous process improvement experience.

Responsibilities

Oversee daily facility operations, including device repairs, deployments, inventory, warehousing, and logistics.
Plan and assign daily workloads based on operational priorities, customer requirements, and available resources.
Monitor work orders, repair progress, turnaround times, and project deadlines.
Identify operational bottlenecks, resolve issues, and implement process improvements.
Ensure customer service-level agreements (SLAs) and quality standards are consistently met.
Supervise technicians, drivers, warehouse personnel, and other operational staff.
Monitor employee productivity, attendance, performance, and quality of work.
Provide training, coaching, and ongoing performance feedback to employees.
Assist with staffing requirements, employee scheduling, overtime management, and workforce planning.
Ensure employees follow company policies, safety procedures, and operational guidelines.
Oversee the device lifecycle, including receiving, diagnosis, repair, quality control, staging, and shipping.
Coordinate school district pickups, deliveries, and courier operations.
Monitor incoming and outgoing shipments and maintain accurate chain-of-custody records.
Ensure accurate inventory records for devices, replacement parts, and operational supplies.
Coordinate with procurement and management to address parts shortages and inventory requirements.
Maintain quality-control standards to minimize errors, rework, and operational delays.
Use Repair Genie and other operational tools to track work orders, inventory, productivity, and repair status.
Prepare and review daily and weekly operational reports.
Monitor KPIs, including repair turnaround time, employee productivity, inventory accuracy, and SLA compliance.
Coordinate with internal departments, including HR, accounting, procurement, deployments, claims, and customer support.
Communicate professionally with school districts, customers, OEM partners, and internal teams.
Escalate significant operational, staffing, customer, or safety concerns to senior management.
Maintain a clean, organized, safe, and efficient working environment.
Ensure compliance with company procedures, safety requirements, and customer-specific processes.
Identify opportunities to improve operational efficiency, productivity, quality, and customer satisfaction.
Support planning and execution of large-scale device deployment, refresh, repair, and logistics projects.