IT Support Team Leader

About the role

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.

Responsibilities

• 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 direct manager to prioritize and plan them.
• Lead projects as delegated.
• Work in conjunction with network team to implement Vinson Group, LLC standardized solutions.
• Monitor tickets for assigned clients to ensure compliance with company KPIs, including notes every 7 business days, completing tickets within 30 days (as applicable), updating and assigning tickets with notes, confirming tickets are completed promptly and properly, providing follow-up on unresolved tickets.
• Take ownership of projects & tickets; meet internal KPIs.
• Communicate updates to 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 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.

Requirements

• 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

Qualifications

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

Skills

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

Pay

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.

Benefits

• Flexible scheduling options to support life outside of work
• Comprehensive benefits
• Meaningful work making a tangible difference in education
• Opportunity to help people in a way pivotal to their success, ensuring schools have the tools they need to provide quality education

Schedule

Flexible scheduling options are offered to support work-life balance.