IT Field Team Lead at Vinson Group – Akron, Ohio

About the Company

We live in a fast-paced world where technology is transforming lives every day—especially in education. At Vinson Group LLC, we are proud to lead this transformation by delivering innovative technology solutions that empower students, teachers, and school leaders to overcome challenges and reach their goals. Every day, our passionate and knowledgeable employees—experts in their fields—partner with schools to solve IT challenges, ensuring they have the support needed to thrive in a rapidly evolving digital landscape.

At Vinson, our people come first. We foster a culture of collaboration, high team spirit, and mutual respect, where every employee's dedication and hard work are genuinely valued and appreciated. We are deeply committed to investing in our employees by offering growth opportunities and providing a pathway to a fulfilling career in IT. Here, you'll gain hands-on experience with a wide range of technologies, work in diverse environments, and learn from a team with rich technical expertise.

What it's Like to Work Here

We don't just offer a job—we offer a career with purpose. Our work is meaningful, making a tangible difference in education. You'll have the opportunity to help people in a way that is pivotal to their success, ensuring schools have the tools they need to provide quality education. We also recognize the importance of balance, offering flexible scheduling options to support your life outside of work. In addition, we provide comprehensive benefits to ensure you feel supported every step of the way. Click here to view a visual representation of how we bring these commitments to life.

To excel here, you'll need to be collaborative, a creative problem solver, an excellent communicator, and a true team player. Most importantly, you'll need to be passionate about making an impact.

If you're looking for a place to grow your career, be part of a supportive team, and contribute to meaningful work in education, consider joining Vinson Group LLC. Apply today and help us shape the future of education together.

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:

• 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.

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.

• 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.