{"id":1512233,"url":"https://alion.io/job/xerox-third-shift-technical-helpdesk-supervisor","title":"Third Shift Technical Helpdesk Supervisor","company":{"id":63913,"name":"Xerox","domain":"xerox.com","url":"https://alion.io/company/xerox-corp","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Avature","truth_index":{"grade":"A","score":100,"open_postings":37,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":10,"computed_at":"2026-10-02T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":59000,"max_usd":147000,"period":"year","method":"role_country_seniority_unknown","sample_n":1041},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false},{"name":"Active Directory","optional":true},{"name":"Azure","optional":true},{"name":"DHCP","optional":true},{"name":"DNS","optional":true},{"name":"Google Workspace","optional":true},{"name":"PowerShell","optional":true},{"name":"ServiceNow","optional":true},{"name":"VPN","optional":true}],"status":"live","first_seen_at":"2026-09-30T08:19:10Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-02T13:28:37Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"About Xerox Holdings Corporation\nFor 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.\nPosition Summary\n The Third Shift Managed Services Supervisor is first line management that supervises all Managed Services staff assigned to the third shift (this position must be able to accommodate Eastern Time third shift business hours). The Shift Supervisor provides leadership, incident handling guidance, shift workflow, and mentoring on operational procedure to their assigned staff. The Shift Supervisor is responsible for being a client escalation point within Managed Services for their shift, monitoring the quantitative and qualitative nature of ongoing Managed Services activity during the shift using scheduled reports and log watching, and working out issues that traverse shifts with the other shift supervisors and reports to Managed Services Management.\n The primary goal of the Third Shift Managed Services Supervisor is to ensure that all clients are satisfied and to assist Managed Services personnel in performing their jobs effectively. The Third Shift Managed Services Supervisor works with other groups within the Company and provides communication, information, and resolutions to clients with specific issues about the service.\n Basic time allocation between position responsibilities is as follows:\n Monitor Managed Services Workflow (Phone, Ticket, Email) to ensure tasks are completed within SLA: 40%\n Review and mentor on all Shift QAs / QCs: 20%\n Review and approve knowledge base changes: 10%\n Handle client escalations: 10%\n Staff Augmentation: 10%\n Scheduling: 10%\nResponsibilities:\nMonitor Managed Services Workflow (Phone, Ticket, Email) to ensure tasks are completed within SLA\nMonitor all queues to ensure SLAs are met.\nExecute Staff Augmentation as necessary.\nEscalate when issues are deemed necessary.\nMonitor call queues. If no one is available, take the call.\nMonitor the Managed Services email escalations queue and handle client escalations, delegating as needed.\nMonitor and ensure all Time Critical Escalations are quickly picked up.\nConflict Resolution: Encourage and promote smooth working relationships among staff to improve both productivity and staff retention. Negotiate and resolve all staff conflicts to maintain an effective and professional work environment.\nBe available as the escalation point for third shift issues.\nDelegate work as necessary, track progress and ensure deadlines are met.\nOversee the functioning of the third shift Managed Services team and assign clear responsibilities and authority to all assigned personnel. Set clear objectives and standards for each employee's performance and conduct in-depth performance reviews based on those standards.\nWork with other Shift Supervisors and management on Managed Services issues/troubles, process improvements, internal changes, etc.\nReview all shift QAs and follow up with staff as needed. This includes training/retraining to avoid QAs in the future.\nWorks with the Managed Services Director to determine promotion requirements are met and recommends additional training to shift staff.\nWork with the HR Manager on staffing needs and scheduling of interviews.\nReview and approve all WIKI changes.\nReviews new service turn-up procedures from Service Transition and trains/mentors new/existing Managed Services personnel.\nMake time for and ensure staff utilize training.\nResponsible for the Company's information security by preserving the Confidentiality, Integrity, and Availability (CIA) of the Company's client and internal information assets in accordance with the Company's Information Security Management System.\n Preferred Qualifications:\nTechnical Versatility:Networking fundamentals (DNS, DHCP, VPN, basic firewall concepts), Active Directory/Azure AD user and group management, Office 365/Google Workspace administration, and basic scripting (PowerShell or bash) for repetitive fixes and account provisioning.\nPrior Environment Experience:MSP or multi-client support background, with experience context-switching between different environments, SLAs, and client-specific procedures. Call center or high-volume ticket queue experience.\nRemote/Tool Experience:Hands-on experience with RMM tools, remote desktop software, and PSA/ticketing platforms (e.g., ConnectWise, Autotask, ServiceNow, Zendesk).\nSoft Skills: De-escalation and patience with frustrated callers, clear written communication for ticket notes, and the ability to triage and prioritize under a queue with competing SLAs.\nThird Shift Fit: Self-sufficiency and independent judgment, given reduced staff on hand overnight, and a demonstrated willingness or history of overnight or rotating shift work.","description_format":"text","description_chars":5349,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"phd","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Document Management","Printers & Scanners","Managed Print Services"],"lifecycle":[{"event":"open","at":"2026-09-30T08:19:10Z"}],"liveness":{"score":85,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.849,"p_room":1,"age_days":1,"expected_fill_days":10,"reasons":["conf:6","velocity","win:early","comp:brand"],"computed_at":"2026-10-02T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/xerox-third-shift-technical-helpdesk-supervisor","json_url":"https://alion.io/job/xerox-third-shift-technical-helpdesk-supervisor.json","meta":{"generated_at":"2026-10-03T04:19:29Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4501,"day_limit":5000,"remaining_today":499,"minute_limit":60,"resets_at":"2026-10-04T00:00:00Z"}}}