Manager, Technical Operations

Job Description

Job Description

IQ Fiber was built to do internet differently. We're a 100% fiber-optic internet provider with a simple mission: To engineer a smarter internet experience. That means internet that's fast, reliable, and simply priced, backed by real humans who answer when you call and solve problems before you know they exist.

We bring that same thinking to how we build our company. Our teammates are a big part of what makes IQ Fiber different, and we believe how we work matters just as much as what we deliver. We're looking for good humans who bring great ideas, raise the bar with every task, and want to be part of a bigger story. Your work matters here.

Position Summary 

IQ Fiber is seeking a Manager, Technical Operations responsible for leading and mentoring a team of installation and service technicians in the field, managing day-to-day operations for the Technical Operations Team. This is a high-energy, coaching-focused role that inspires a collaborative, results-driven culture and an environment where individuals can thrive in their careers. 

The role includes developing strategies to improve the end-user experience, assisting in the field when needed, handling escalations, and ensuring team goals are met. The Manager oversees team structure, resource needs, recruiting, hiring, training, development, and retention, and serves as the key point of contact to senior leadership, employees, and stakeholders regarding field operations and performance. 

Essential Duties and Responsibilities

• Lead, coach, and develop a team of installation and service technicians, including hiring, onboarding, training, regular one-on-ones, performance reviews, and skill development for both technical and soft skills. 

• Manage daily Technical Operations Team activities including FTTH installations, customer service calls, and physical disconnects; assist in the field as needed and handle critical issue escalations. 

• Foster a collaborative, high-performance culture focused on service excellence, customer satisfaction, and continuous improvement. 

• Set, monitor, and act on team KPIs and quality metrics including install completion, CSAT, and MTTR; use daily, weekly, and monthly productivity reports to identify trends and implement targeted improvements. 

• Establish and continuously improve team standards, procedures, SOPs, and documentation including knowledge bases and training materials. 

• Ensure adherence to customer, company, industry (TIA/EIA, ANSI, BICSI), and OSHA safety standards across all field operations. 

• Manage team resources including installation materials, tools, test equipment, vehicle maintenance and certifications, and budget planning for capital and operating expenses. 

• Oversee staff scheduling, workload management, and quality control programs to ensure the team is positioned to meet current demand and support business growth. 

• Provide after-hours operational coverage as needed and serve as the primary escalation point for complex field issues. 
• All other duties as assigned.

Required Qualifications 

• Bachelor’s degree in management or a related field; equivalent professional experience will be considered. 

• 5+ years of experience leading and developing technical operations teams with a focus on residential and commercial fiber installation and service. 

• Excellent technical aptitude with proven experience in ticketing systems, CRM, provisioning, and troubleshooting tools; exceptional proficiency in Microsoft Office applications. 

• Experience creating and maintaining technical documentation, SOPs, and training materials; comprehensive understanding of OSHA rules and regulations. 

• Must have and maintain a valid driver’s license, auto insurance, and a satisfactory driving record; must be able to pass a background check and drug screening. 

• Ability to lead, coach, and develop teams with strong mentoring, performance management, and constructive feedback skills. 

• Ability to explain complex concepts clearly to both technical and non-technical audiences with outstanding communication skills. 

• Ability to manage multiple priorities in a fast-paced environment with strong organizational, analytical, and problem-solving skills. 

• Ability to work with high integrity, a strong work ethic, and the flexibility to work overtime as needed. 

What Success Looks Like

• Installation and service teams are well-coached, accountable, and continuously developing, with a high-performance culture that drives consistent results across the field. 

• Operational execution is efficient, safe, and aligned with company standards, with installations, service calls, and field activities completed to a high level of quality across the board. 

• Team performance data and KPIs are actively monitored and acted on, with trends identified early and targeted solutions implemented to improve metrics like install completion, CSAT, and MTTR. 

• Resources are planned and managed effectively — including staffing, scheduling, equipment, and budget — ensuring the team is positioned to meet current demands and support business growth. 

• Complex issues are resolved decisively and field teams are supported through strong operational leadership, maintaining a seamless customer experience even under challenging conditions. 

IQ Fiber is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. 

Applicants must be currently authorized to work for any U.S. employer on a full-time basis. We do not sponsor, transfer, or support employment visa status or work authorization extensions for any position. 

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