Third-Shift Managed Services Supervisor (Helpdesk Lead)

Xerox Corporation; Northern (KY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Xerox Corporation is recruiting for a Third Shift Managed Services Supervisor who will lead the third shift Managed Services staff, ensuring SLA adherence and client satisfaction. This role requires strong incident handling guidance, shift workflow management, and mentoring across the team.

The supervisor acts as the primary escalation point, coordinates with other shifts, and supports performance reviews, training, and knowledge base updates to improve service delivery and client outcomes.

Qualifications

• Preferred Qualifications include technical versatility in networking fundamentals, AD/Azure AD, O365/Google Workspace administration, and scripting for fixes.
• Experience in MSP or multi-client support with SLAs and client procedures.
• Hands-on experience with remote tools and PSA/ticketing platforms and strong de-escalation skills.

Responsibilities

• Monitor Managed Services Workflow (Phone, Ticket, Email) to ensure tasks are completed within SLA.
• Review and mentor on all Shift QAs / QCs.
• Review and approve knowledge base changes.
• Staff augmentation as necessary.
• Scheduling of resources and shifts.
• Escalate issues when needed.
• Monitor call queues and take calls if no agent is available.
• Monitor MS email escalations queue and handle client escalations.
• Ensure Time Critical Escalations are addressed promptly.
• Resolve staff conflicts to maintain productive work relationships.
• Be the escalation point for third shift issues.
• Delegate work, track progress and meet deadlines.
• Oversee third shift MS team operations and conduct performance reviews.
• Coordinate with other shifts and management on issues and process improvements.

Skills

De-escalation

Clear written communication

Priority triage

Overnight shift adaptability

Independent judgment

Tools

ConnectWise

Autotask

ServiceNow

Zendesk

Job description

Xerox Corporation is recruiting for a Third Shift Managed Services Supervisor who will lead the third shift Managed Services staff, ensuring SLA adherence and client satisfaction. This role requires strong incident handling guidance, shift workflow management, and mentoring across the team.

The supervisor acts as the primary escalation point, coordinates with other shifts, and supports performance reviews, training, and knowledge base updates to improve service delivery and client outcomes.