TEKsystems - Ravenna, OH
posted 3 months ago
About the position
The Field Team Lead role is a pivotal position within our organization, primarily responsible for managing support requests and overseeing operations at client sites. This role requires a deep understanding of client needs and the ability to effectively communicate and implement technology solutions. Field Team Leads are expected to not only handle daily operations but also to drive projects assigned by their IT Manager or Regional Director forward. This includes scheduling Field Technicians, assigning tickets, and acting as a model technician in the field. Additionally, they will play a crucial role in training new team members and participating in client meetings to guide discussions on assigned topics. Field Team Leads are accountable for the key performance indicators (KPIs) of the accounts they oversee, ensuring that all tasks are completed promptly and to a high standard. In this role, you will manage and support various technology-related projects, such as security camera system setups, room upgrades, and lifecycle management plans. You will serve as an escalation point for Field Technicians, communicate updates to the network team, and document necessary changes. Identifying new projects and collaborating with your direct manager to prioritize and plan these initiatives is essential. You will also work closely with the network team to implement standardized solutions and deliver project communications to clients and staff as delegated. Your responsibilities will include monitoring tickets for assigned clients, conducting daily team calls, and participating in monthly operations meetings. You will act as a point of contact for clients ordering technology equipment and ensure that all documentation related to client inventory and account services is accurate and up-to-date. As a Field Team Lead, you will be expected to communicate effectively with clients regarding critical issues, collect feedback on technician performance, and ensure accuracy in time and data entry by reviewing and submitting timesheets weekly. You will delegate daily work to Field Technicians, manage project deadlines, and provide guidance or escalation as needed. Setting a professional example for the team, mentoring, and conducting annual reviews for Field Technicians are also key aspects of this role. You will document weekly Field Team Huddle calls to discuss any issues, company updates, or client feedback, fostering a collaborative and supportive work environment.
Responsibilities
- Manage and provide support for technology-related projects (e.g., Security Camera system setups, Upgrading or rewiring rooms, Lifecycle Management Plans)
- Serve as an escalation for Field Technicians
- Communicate updates to our network team and make necessary documentation updates
- Identify new projects and work with your direct manager to prioritize and plan the project
- Work in conjunction with our network team to implement standardized solutions
- Deliver project communication to clients and staff as delegated
- Lead projects as delegated
- Escalate Network & Infrastructure and Data & Application Services tickets to network team as needed
- Monitor tickets for assigned clients to ensure compliance with company Key Performance Indicators
- Confirm tickets are completed promptly and properly; provide follow-up on unresolved tickets
- Conduct daily team calls (as needed)
- Participate in monthly operations meetings
- Communicate outages to clients and staff on a consistent level
- Act as a point of contact for clients ordering technology equipment
- Own 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
- Communicate with clients as it relates to critical/high visibility issues and escalate grievances as appropriate
- Collect feedback on the technician's performance from the client
- Ensure accuracy for both Time and Data Entry by reviewing/submitting timesheets on a weekly basis
- Delegate daily work to Field Technicians and schedule them by location
- Manage project deadlines and communicate any project issues to the team/upper management as appropriate
- Serve as 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
Requirements
- IT related experience
- Ability to think critically, problem-solve, communicate, and manage task execution
- Ability to strategically plan, organize, and establish priorities to achieve results
- Strong interpersonal and communication skills to effectively interface with clients and management
- Ability to work under tight deadlines while maintaining a high-quality level of work
- High level of professionalism, ethics, and integrity, with the ability to build relationships while ensuring compliance with all company policies
- Detail oriented and well organized, with the ability to effectively manage a high volume workload
- Able to handle sensitive/confidential situations and documentation
- Growth mindset with a passion for new challenges, continued growth, and feedback
- Ability to motivate a team to work together, handle deadlines, and manage multiple responsibilities
- Strong analytical, interpersonal, written, and communication skills
Nice-to-haves
- Associates 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
Benefits
- 401(k) after 6 months of employment
- 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
- Mileage reimbursement, $0.67 per mile after 40-miles of travel per day
- Company phone or personal phone reimbursement
- Flexible schedule
- Friendly working environment
