Field Team Lead

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.

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.

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.

About the Role

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.

Responsibilities

• 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

Requirements

• 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

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

Schedule

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 to 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

• 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

Pay

From $40,000 - $55,000 yearly based on experience and job location