Field Team Lead

Vinson•Marietta, OH

7d•$40,000 - $55,000•Hybrid

About The Position

The Field Team Lead role is our primary role for handling support requests and management at our clients. The role focuses on working with the clients to understand their day-to-day needs. In addition to the daily operations, Field Team Leads are expected to move projects assigned from their IT Manager or Regional Director forward. Field Team Leads will schedule Field Technicians to sites and assign tickets appropriately. They are expected to act as a model technician in the field and train new team members. Field Team Leads may participate in client meetings and guide topics assigned to them. They will also own the key performance indicators for the accounts they oversee. Project Management & Support Manage and provide support for technology-related projects (e.g., security camera system setups, upgrading or rewiring rooms, lifecycle management plans). Identify new projects and work with your direct manager to prioritize and plan them. Lead projects as delegated. Work in conjunction with our network team to implement Vinson Group, LLC standardized solutions. Monitor tickets for assigned clients to ensure compliance with company Key Performance Indicators (KPIs), including: Notes every 7 business days. Completing tickets within 30 days (as applicable). Updating and assigning tickets with notes. Confirm tickets are completed promptly and properly. Provide follow-up on unresolved tickets. Take ownership of projects & tickets; meet internal KPIs. Client & Communication Management Communicate updates to our network team and make necessary documentation updates. Deliver project communication to clients and staff as delegated. Communicate outages to clients and staff on a consistent level. Act as a point of contact for clients ordering technology equipment. Communicate with clients regarding critical/high visibility issues and escalate grievances as appropriate. Collect feedback on the technician’s performance from the client. Team Leadership & Coordination Serve as an escalation point for Field Technicians. Delegate daily work to Field Technicians and schedule them by location. Serve as a point of contact for Field Technicians with questions/issues and provide guidance or escalation. Set an example for the team by consistently demonstrating a high level of professionalism. Act as a mentor and provide coaching and training to Field Technicians. Conduct Annual Reviews with Field Technicians. Conduct and document weekly Field Team Huddle calls to discuss any issues, company updates, or client feedback. Ensure accuracy for both time and data entry by reviewing/submitting timesheets on a weekly basis. Participate in monthly operations meetings. Conduct daily team calls (as needed). Documentation & Compliance Own the 3rd Party Vendor Sheet and confirm it is updated and accurate. Own client Inventory documentation and ensure it is updated throughout the year. Own all updates to the account services sheet and ensure audit milestones are complete. Escalate Network & Infrastructure and Data & Application Services tickets to the network team as needed.

Requirements

Minimum of 3 years of hands-on experience in IT support, networking, or related technical fields
Minimum of 3 years of customer service experience
Ability to think critically, problem-solve, communicate, and manage task execution.
Ability to strategically plan, organize, and establish priorities to achieve results.
Detail-oriented and well-organized, with the ability to effectively manage a high-volume workload.
Ability to work under tight deadlines while maintaining a high-quality level of work.
Strong interpersonal and communication skills to effectively interface with clients and senior management.
Strong analytical, interpersonal, written, and communication skills.
High level of professionalism, ethics, and integrity, with the ability to build relationships while ensuring compliance with all company policies.
Able to handle sensitive/confidential situations and documentation.
Ability to motivate a team to work together, handle deadlines, and manage multiple responsibilities.
Growth mindset with a passion for new challenges, continued growth, and feedback.

Nice To Haves

Associate degree in Computer Science, Information Technology, Business Administration, or a related field
3+ years of Education Information Technology experience
Industry Certifications related to the position
Experience working in a school or educational environment
Experience managing or mentoring employees

Responsibilities

Manage and provide support for technology-related projects (e.g., security camera system setups, upgrading or rewiring rooms, lifecycle management plans).
Identify new projects and work with your direct manager to prioritize and plan them.
Lead projects as delegated.
Work in conjunction with our network team to implement Vinson Group, LLC standardized solutions.
Monitor tickets for assigned clients to ensure compliance with company Key Performance Indicators (KPIs), including: Notes every 7 business days, Completing tickets within 30 days (as applicable), Updating and assigning tickets with notes.
Confirm tickets are completed promptly and properly. Provide follow-up on unresolved tickets.
Take ownership of projects & tickets; meet internal KPIs.
Communicate updates to our network team and make necessary documentation updates.
Deliver project communication to clients and staff as delegated.
Communicate outages to clients and staff on a consistent level.
Act as a point of contact for clients ordering technology equipment.
Communicate with clients regarding critical/high visibility issues and escalate grievances as appropriate.
Collect feedback on the technician’s performance from the client.
Serve as an escalation point for Field Technicians.
Delegate daily work to Field Technicians and schedule them by location.
Serve as a point of contact for Field Technicians with questions/issues and provide guidance or escalation.
Set an example for the team by consistently demonstrating a high level of professionalism.
Act as a mentor and provide coaching and training to Field Technicians.
Conduct Annual Reviews with Field Technicians.
Conduct and document weekly Field Team Huddle calls to discuss any issues, company updates, or client feedback.
Ensure accuracy for both time and data entry by reviewing/submitting timesheets on a weekly basis.
Participate in monthly operations meetings.
Conduct daily team calls (as needed).
Own the 3rd Party Vendor Sheet and confirm it is updated and accurate.
Own client Inventory documentation and ensure it is updated throughout the year.
Own all updates to the account services sheet and ensure audit milestones are complete.
Escalate Network & Infrastructure and Data & Application Services tickets to the network team as needed.