Xerox

Position Summary:

We are seeking a people-focused and collaborative 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 supporting client needs through regular communication and partnership.

Key Responsibilities:

• Team Leadership & Oversight
  • Supervise and support a growing team of 3-6 technicians.
  • Conduct regular 1:1 meetings to provide feedback, coaching, and performance support.
  • Hold team members accountable to daily tasks, SLAs, and quality standards.
  • Assist in onboarding and training new team members.
  • Act as a hands-on team lead, balancing leadership responsibilities with day-to-day technical support.
• Technical & Operational Duties
  • Actively participate in configuring laptops, desktops, and a variety of end-user devices (laptops, tablets, and related equipment) per customer requests.
  • Use standard configuration tools and documented processes to prepare and deploy devices (training provided).
  • Complete service tickets daily, ensuring accuracy and timely delivery aligned with customer agreements.
• Client Communication & Business Support
  • Serve as a point of contact for client communication, participating in regular check-ins to understand device setup needs and provide updates.
  • Create and manage client facing support tickets and service portals.
  • Collaborate with internal teams to identify growth opportunities, improve service offerings, and expand client engagement.
• Process & Workflow
  • Monitor ticket queues and ensure workload is balanced across the team.
  • Identify process improvement opportunities and work with management to implement best practices.
  • Ensure depot procedures are followed and documentation is up to date.

Qualifications:

Required:

• Experience in a technical support, device deployment, or similar environment.
• Prior experience as lead or mentoring a technical team.
• Familiarity with device configuration tools or the ability to learn new systems quickly.
• Strong organizational, communication, and customer service skills.
• Experience managing or working with client accounts or external partners.
• Able to manage multiple priorities in a structured, team-oriented environment.

 Preferred:

• Exposure to endpoint deployment tools (e.g., Autopilot, JAMF, or similar)
• Familiarity with ticketing systems
• Experience creating client-facing documentation or self-service portals