IT Support Team Leader

Description

Job Title:

IT Support Team Lead

Location:

Marietta, OH (Onsite)

Seeking a hands-on IT Support Team Lead to oversee daily technology operations, lead a small support team, and serve as an escalation point for technical issues within a K-12 environment. This role combines leadership, customer service, end-user support, and project coordination.

• IT leadership or team lead experience
• Desktop/end-user support experience
• Windows environment support
• Strong customer service and communication skills
• Ability to manage multiple priorities

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

• IT Supervisor
• IT Manager
• Technology Coordinator
• Systems Administrator
• Network Administrator
• Desktop Support Lead
• Help Desk Manager
• Technical Support Manager

• TEKsystems Screen
• Virtual Interview
• Final Onsite Interview

ASAP

IT Leadership, technical support, desktop support, active directory, windows, customer service oriented, project coordination

IT Leadership,technical support,desktop support,active directory,windows,customer service oriented,project coordination

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.

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 elevate grievances as appropriate. Collect feedback on the technicians 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.

Expert Level

This is a Permanent position based out of Marietta, OH.

The pay range for this position is $40000.00 - $70000.00/yr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

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