The IT Operations Print & Mail Supervisor is responsible for the high-volume Print and Mail function, which includes supervising multiple shifts of employees and overseeing daily operations to assure daily service level and compliance requirements are met. The Supervisor is also responsible for coordinating all Print and Mail Center facilities and hardware maintenance with the Support Services staff, IT Managers, and vendors.
Supports the strategic mission of the IT function as it relates to goals for the organization.
Manage the day-to-day operations for two shifts of employees supporting the printing, inserting and mailing preparation for all customer documents produced from the nightly batch cycle.
Work with the team to assure the daily Service Level Objectives (SLO) are met and set expectations to achieve the SLO’s.
When issues arise that risk meeting our SLO’s, assure escalation is in progress, working with other support groups when needed.
When SLO’s are at risk of not being met due to problems, oversee and make critical decisions to transport work to an offsite vendor to process the work, and determine what jobs, materials, and files need to be sent.
Manage and oversee the Printer and Inserter Hardware maintenance, upgrades, and replacements.
Work closely with the Document Solutions team for hardware configurations changes required for new applications or existing changes.
Work with forms vendors when needed and assist with ordering of all consumable supplies for the print and mail processes.
Oversee each business day and debrief with staff to discuss any issues from the previous day’s batch cycle work. Work with the other support groups to procure solutions and improve efficiency and effectiveness of the assigned operations.
Assist the Support Service Supervisor with the Presort and USPS relationships.
Work with the Document Solutions group to participate in the planning and execution of the annual Print and Mail Disaster Recovery Test.
Develop and continually improve performance productivity and quality standards for positions within IT Print and Mail Operations.
Help maintain vendor relationships and contact list to support the needs for the Print and Mail Center facilities.
Provides exceptional customer service by understanding and anticipating customer needs.
Contributes to the annual IT budget process and operates within that budget regarding the expenses for production supplies, preventive maintenance, operating supplies, and Print and Mail Center maintenance.
Review and approve monthly IT invoices when requested to ensure they are processed accurately.
In conjunction with the Technical Support Manager, perform various personnel administration duties including but not limited to hiring, disciplinary actions and conducting performance appraisal reviews.
Serves as subject matter expert for Print and Mail Center Operations functions and responsibilities.
Meet with other department supervisors and managers to solve inter-departmental production issues.
Develop and provide training for staff.
Responsible for implementing and monitoring new procedures and automated systems.
Regular, predictable attendance as employee must physically be in the office.
This list of essential functions in non-exhaustive and may be supplemented as necessary.
Effectively build a network of contacts at all levels of the organization to maintain connectivity to the business and the responsibilities and functions of each department.
Manage relationships in ways that promote service and support the organization.
Serve as a role model and leader to those in IT and throughout the organization.
Provides clear, concise information to others in verbal, written, and electronic forms of communication.
Applies the guiding principles in daily work, decision making and management.
Demonstrates a positive and supportive attitude of company and department goals.
Provide regular feedback to Technical Support Manager of department status and changes which affect productivity within the area.
Prepare reports as needed to keep leadership aware of Print and Mail Operations activities or needs for improvement. Makes recommendations for new and additional equipment needs.
Cross train personnel to ensure continuity of production during vacations, and absences.
Represent company at outside business functions and attend educational seminars as needed.
Physical demands: Normal vision/hearing (with or without correction); Mobility, Ability to lift up to 10 pounds.
Mental demands: Ability to work under pressure; Prolonged concentration; Problem solving.
Environmental factors: Standard warehouse environment – lighting, temperature and noise.
Equipment: Desktop computer, printer, and scanner.
Bachelor’s degree preferred, or equivalent education and experience.
Minimum 3 years’ experience in Information Technology or Print and Mail Operations experienced required. (5 years or more preferred.)
Experience with Microsoft Word and Excel applications required.
Knowledge of the concepts, practices, and procedures of Print and Mail Operations.
General knowledge of Property and Casualty Insurance preferred.
Excellent communication skills, both written and verbal.
Demonstrate positive leadership and coaching abilities.
Demonstrate ability to comprehend new concepts and procedures quickly.
Strong organization and decision-making skills.
Goal oriented and self-motivated.