Configuration Center Lead

Configuration Center Lead - Technical

Position Summary:

The Configuration Center Lead – Technical is a technical leadership role responsible for supporting client onboarding, managing technical changes, enforcing quality standards, and serving as an escalation point for complex technical issues within the Configuration Center. This role bridges operational execution and technical expertise, ensuring client requirements are accurately implemented, quality expectations are met, and technicians are supported during both standard and high-demand operational periods.

Responsibilities:

• Serve as the hands-on SME for OEM tools (HP, Lenovo, Apple, Samsung, Google) during provisioning, onboarding, refreshes, and migrations.
• Act as the technical escalation point for technicians; troubleshoot complex deployment, configuration, firmware, and management issues.
• Support onboarding execution by validating FABs, ensuring correct configurations, and integrating client requirements into production workflows.
• Train and enable technicians and delivery teams on tool usage, licensing tiers, and best practices.
• Provide operational redundancy during high-volume periods to maintain quality and SLAs.

Key Outcomes of this Position:

• Client devices are provisioned, configured, and onboarded accurately according to approved First Article Builds and OEM standards, with minimal rework and strong 3rd QC audit performance.
• Technical issues are resolved efficiently through effective escalation handling, root-cause troubleshooting, and clear guidance to technicians resulting in fewer repeat issues and reduced operational disruption.
• Technicians demonstrate improved proficiency with OEM tools, device management workflows, and troubleshooting processes as a result of hands-on support, coaching, and targeted enablement.
• Client onboarding activities and technical changes are executed on time and with accuracy, ensuring Configuration Center operations consistently meet SLAs during both standard and high-volume demand periods.
• Production flow and service quality are maintained during capacity constraints through effective redundancy support and direct technical intervention when needed.

Required Qualifications:

• Strong technical background in device provisioning, configuration, and enterprise IT environments.
• Hands-on experience with MDM platforms, directory services, and endpoint management solutions.
• Proven ability to troubleshoot complex technical issues and support frontline technicians.
• Experience working with ticketing or workflow platforms (e.g., ConnectWise or similar).
• High attention to detail with a strong commitment to quality and process adherence.

Preferred Qualifications:

• Experience in MSP, configuration center, or large-scale device provisioning environments.
• Prior involvement in client onboarding, technical change management, or quality assurance programs.
• Strong communication skills with the ability to collaborate across operations, technical teams, and clients.
• Leadership or lead-level experience supporting technicians or cross-functional teams.

Preferred Certifications:

• Microsoft Endpoint Administrator (MD-102), Apple Device Support or Deployment certifications, CompTIA Security , Samsung Knox Fundamentals or Knox Manage Training, or equivalent experience managing enterprise endpoint and OEM device environments.
• OEM-specific training (HP, Lenovo, Apple, Samsung, Google) is a plus and may be supported by MCPC.

Physical Requirements:

• Ability to move throughout the Configuration Center for extended periods while supporting technicians, performing audits, and responding to escalations.
• Ability to lift and carry 35-40 pounds, including laptops, monitors, and peripheral equipment, as needed for provisioning or escalation support.
• Visual acuity sufficient to inspect device labels, serial numbers, ports, screens, and quality indicators under standard production lighting.
• Ability to perform repetitive hand and wrist movements, including typing, device configuration, cable connections, and use of small tools.

Who We Are: At MCPC, we pride ourselves on being Outcome Engineers, delivering end-to-end solutions and expertise that empower businesses to thrive in the digital age. We combine top-tier services and cutting-edge technology solutions to solve complex business challenges, ensuring data security, cost efficiency, and seamless digital transformation. Our commitment to our clients requires providing quality people that allow us to excel at exceeding our clients’ expectations. The MCPC employee experience is built on a foundation of collaboration, innovation, and growth. We offer the balance of a close-knit workforce and pathways for professional growth. Our team members are encouraged to bring their unique perspectives and ideas to the table. Join us and be part of a principled, quality-driven, respectful, and innovative team that values continuous improvement and community commitment. Together, we tackle today’s challenges and pioneer solutions for tomorrow.

Where We Are/Who We Serve: MCPC is a global organization, but we are headquartered in Cleveland, OH, with regional offices in Grand Rapids, MI and Erie, PA, which is a source of pride for everyone here at MCPC. MCPC has a longstanding culture of unwavering commitment to giving back to the communities we serve. (link to our blog)

What We Do: Endpoint Lifecycle Management

Advisory Services – MCPC is the go-to resource for all our client’s end user device procurement and service needs. We help address tactical pain points that allow our clients’ workforce to have a seamless and secure environment.

Configuration and Integration – Custom solutions that fit within a client’s endpoint environment. Ensuring new devices meet the requirements of the client and are ready to be deployed on day 1.

IT Supply Chain – MCPC offers expert level supply chain services to help clients in the process of assembling, securing, managing, and delivering desk-ready IT inventory.

Managed Deployment – Coordination of experienced IT technicians ensuring clients’ devices, servers, data, and more are securely delivered, protected, and supported.

Secure Technology Asset Disposition - Allows clients to remove old or outdated devices from their environment. Our facility will erase all data to Department of Defense standards and provide reverse logistics to the client as to whether their devices can be repurposed, recycled, or disposed of properly.

Benefits & Appreciation:

• 401k matching and ROTH option.
• Company sponsored events (picnics, cookouts, and volunteering opportunities).
• Competitive Medical, Dental and Vision package.
• Company paid Holidays and Paid Time Off.
• Career paths and advancement.