<p>Description & Requirements</p> <p>About Xerox Holdings Corporation</p> <p>For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we've expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today's global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com.</p> <p>Position Summary:</p> <p>We are seeking a motivated and experienced leader to oversee daily operations in our Configuration Lab. This individual will manage a team of 3-6 technicians, ensuring all hardware configuration and deployment activities meet quality and timeline expectations. This leader will be responsible for balancing team leadership duties with hands-on technical work, completing configuration tickets, and helping to grow and improve client relationships through regular communication and support.</p> <p>Key Responsibilities:</p> <ul> <li> <p>Team Leadership & Oversight</p> </li><li> <p>Supervise and support a growing team of 3-6 technicians.</p> </li><li> <p>Conduct regular 1:1 meetings to provide feedback, coaching, and performance support.</p> </li><li> <p>Hold team members accountable to daily tasks, SLAs, and quality standards.</p> </li><li> <p>Assist in onboarding and training new team members.</p> </li><li> <p>Technical & Operational Duties</p> </li><li> <p>Actively participate in configuring laptops, desktops, and other hardware per customer requests.</p> </li><li> <p>Use tools such as Microsoft Intune and SCCM to configure software images and manage endpoint configurations.</p> </li><li> <p>Complete service tickets daily, ensuring accuracy and timely delivery aligned with customer agreements.</p> </li><li> <p>Client Communication & Business Support</p> </li><li> <p>Serve as a primary point of contact for key client accounts, participating in weekly calls to discuss performance, updates, and new requests.</p> </li><li> <p>Create and manage client facing support tickets and service portals.</p> </li><li> <p>Collaborate with internal teams to identify growth opportunities, improve service offerings, and expand client engagement.</p> </li><li> <p>Process & Workflow</p> </li><li> <p>Monitor ticket queues and ensure workload is balanced across the team.</p> </li><li> <p>Identify process improvement opportunities and work with management to implement best practices.</p> </li><li> <p>Ensure depot procedures are followed and documentation is up to date.</p> </li></ul> <p>Qualifications:</p> <p>Required:</p> <ul> <li>2+ years of experience in IT hardware configuration or lifecycle services. </li><li>Prior experience as lead or mentoring a technical team. </li><li>Proficiency with SCCM and Microsoft Intune. </li><li>Strong organizational, communication, and customer service skills. </li><li>Experience managing or working with client accounts or external partners. </li><li>Comfortable working in a fast-paced, metrics-driven environment. </li></ul> <p>Preferred:</p> <ul> <li>Experience with endpoint deployment tools (Autopilot, PXE boot, JAMF, etc) </li><li>Familiarity with ticketing systems </li><li>Experience creating client-facing documentation or self-service portals </li></ul> <p>#LI-LL1</p> <p>#LI-ONSITE</p>