Third Shift Technical Helpdesk Supervisor

The salary range above represents the low and high end in the local currency of Xerox’s salary range for this position and is reflected in an annualized amount.

Actual salaries will vary based onfactorsincluding, but not limited to, geographic location, market competition, and/or the successful applicant’s education, experience,knowledge, skills,and abilities. The range listed is just one component of Xerox’s total compensation package for employees.

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About Xerox Holdings Corporation
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.

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Position Summary

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.

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.

Basic time allocation between position responsibilities is as follows:

Monitor Managed Services Workflow (Phone, Ticket, Email) to ensure tasks are completed within SLA: 40%

Review and mentor on all Shift QAs / QCs: 20%

Review and approve knowledge base changes: 10%

Staff Augmentation: 10%

Scheduling : 10%

Responsibilities:

• Monitor Managed Services Workflow (Phone, Ticket, Email) to ensure tasks are completed within SLA
• Monitor all queues to ensure SLAs are met.
• Execute Staff Augmentation as necessary.
• Escalate when issues are deemed necessary.
• Monitor call queues. If no one is available, take the call.
• Monitor the Managed Services email escalations queue and handle client escalations, delegating as needed.
• Monitor and ensure all Time Critical Escalations are quickly picked up.
• Conflict 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.
• Be available as the escalation point for third…