Field Team Lead

TEKsystems
$40,000.00 - $55,000.00 / yr
dental insurance, life insurance, vision insurance, paid holidays, 401(k), mileage reimbursement
United States, Ohio, Akron
May 20, 2025
Description 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: 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 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. 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. Pay and Benefits The pay range for this position is $40000.00 - $55000.00/yr. 401(k) after 6 months of employment Revised 1/3/2025 * 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 * Hours of operation: Monday - Friday * Mileage reimbursement, $0.67 per mile after 40 miles of travel per day * Company phone or personal phone reimbursement * Flexible schedule * Being part of a team vs. being a number * Friendly working environment Workplace Type This is a fully onsite position in Akron,OH. Application Deadline This position is anticipated to close on May 29, 2025. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.