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Description

Position Summary

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.

Essential Duties and Responsibilities

Includes, but is not limited to the following:

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.

Required Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The

requirements listed below are representative of the knowledge, skill, and/or ability required.

Technical Skills & Experience

• 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.

Planning & Organization

• 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.

Communication & Interpersonal Skills

• Strong interpersonal and communication skills to effectively interface with clients and senior management.

• Strong analytical, interpersonal, written, and communication skills.

Professionalism & Ethics

• 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.

Leadership & Growth Mindset

• 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.

Preferred Qualifications

• 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

Physical Demands and Work Environment

This job operates in a professional school environment. This role routinely uses standard office equipment such as

computers, phones, photocopiers, filing cabinets, and fax machines. Other physical demands include:

• Ability to talk, hear, and use hands and fingers to manipulate computer keyboard, objects, or controls

• Requires the employee to frequently stand, climb, crawl, walk, pull, and/or push

• Vision abilities (with correction) include close, distance, and ability to adjust focus

• The ability to communicate verbally information and ideas so others will understand

• Prolonged periods of sitting at a desk and working on a computer

• Must be able to lift 50 pounds at times

Position Type and Expected Hours of Work

This is a full-time position, and typical work hours are Monday through Friday, 40 hours. Our hours of operation are

from 7:00 AM and 5:00 PM. We offer flexible schedules from within this time frame to fit your needs. Overtime may be

required on an as-needed basis.

Benefits for full-time employees:

• 401(k) after 6 months of employment

Top Skills Details

chromebook, networking

Required Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The

requirements listed below are representative of the knowledge, skill, and/or ability required.

Revised 1/3/2025

Technical Skills & Experience

• 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.

Planning & Organization

• 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.

Communication & Interpersonal Skills

• Strong interpersonal and communication skills to effectively interface with clients and senior management.

• Strong analytical, interpersonal, written, and communication skills.

Professionalism & Ethics

• 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.

Leadership & Growth Mindset

• 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.

Preferred Qualifications

• 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 env

Experience Level

Entry Level

Pay and Benefits

The pay range for this position is $40000.00 - $55000.00/yr.

401(k) after 6 months of employmentRevised 1/3/2025● Health Insurance● Dental Insurance● Vision Insurance● Tenure-based PTO policy, bi-weekly accrual starts at 120 hours annually● 10 paid holidays● Life Insurance● Paid monthly team lunches● Hours of operation: Monday – Friday● Mileage reimbursement, $0.67 per mile after 40 miles of travel per day● Company phone or personal phone reimbursement● Flexible schedule● Being part of a team vs. being a number● Friendly working environment

Workplace Type

This is a fully onsite position in Akron,OH.

Application Deadline

This position is anticipated to close on May 28, 2025.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.