IT Support Team Leader

TEKsystems•Marietta, OH

2d•$40,000 - $70,000•Onsite

About The Position

The IT Support Team Lead is a hands-on position overseeing daily technology operations and a small support team in a K-12 environment. The role combines leadership, customer service, end-user support, technical escalation, and project coordination. It is a permanent, fully onsite position based in Marietta, Ohio. The team lead supports technology projects, coordinates work among Field Technicians, monitors tickets and service KPIs, and communicates with clients, staff, and the network team. The role also provides guidance, coaching, and performance feedback to technicians and helps ensure technology services support education.

Requirements

IT leadership or team lead experience.
Desktop or end-user support experience.
Experience supporting Windows environments.
Strong customer service and communication skills.
Ability to manage multiple priorities.

Nice To Haves

K-12 or education experience.
Systems Administration or Network Administration background.
Experience leading technical projects and deployments.

Responsibilities

Manage and support technology-related projects, including security camera system setups, room upgrades or rewiring, and lifecycle management plans.
Identify potential projects and work with the direct manager to prioritize and plan them; lead projects as delegated.
Work with the network team to implement Vinson Group, LLC standardized solutions.
Monitor assigned-client tickets for compliance with KPIs, including adding notes every seven business days, completing tickets within 30 days as applicable, and keeping tickets updated and assigned with notes.
Confirm tickets are completed promptly and properly, follow up on unresolved tickets, and take ownership of projects and tickets to meet internal KPIs.
Communicate updates to the network team and maintain necessary documentation.
Provide project communications to clients and staff as delegated, and communicate outages consistently.
Serve as a contact for clients ordering technology equipment and communicate with clients about critical or high-visibility issues, escalating grievances as appropriate.
Collect client feedback on technician performance.
Serve as an escalation point for Field Technicians; delegate daily work and schedule technicians by location.
Answer Field Technicians’ questions, provide guidance or escalation, and model professionalism.
Mentor, coach, and train Field Technicians.
Conduct annual reviews with Field Technicians.
Conduct and document weekly Field Team Huddle calls to discuss issues, company updates, and client feedback.