Technical Operations Supervisor

Job Description

Job Description

A Smarter Career Choice

The Internet is now the heartbeat of our home, but too often internet service is frustrating and unreliable. IQ Fiber was created to offer 100% fiber-optic fast internet, transparent pricing, and attentive customer service to deliver a Smarter internet experience. As part of the rapidly growing IQ Fiber team, your contributions will directly affect our success. Your work matters here.

We're looking for energetic, collaborative, and customer-focused talent with the ability to proactively move our business forward. In return, you'll find a place where your voice matters. You'll find a team who works hard and has fun. And, if you're like us, you'll know you made a Smarter career choice.

Position Summary

IQ Fiber is seeking a Supervisor, Technical Operations responsible for supervising and coordinating the day-to-day activities of a team of field technicians, ensuring fiber drops, installations, and service calls are completed accurately, on time, and in accordance with quality and safety standards. This is a high-energy, coaching-focused role that builds a collaborative, results-driven environment where team members can thrive in their careers.

The Supervisor balances daily workload, arranges resources to meet demand, performs technical field work when needed, and responds to escalations. This role works closely with operations leadership to surface issues related to customer perception, workforce, service, and performance. Rotating weekend hours are required.

Essential Duties and Responsibilities

• Supervise day-to-day operations of the Technical Operations team, ensuring fiber drops, installations, and service calls are completed accurately, on time, and in accordance with quality and safety standards.
• Monitor staff scheduling and availability, making dynamic adjustments to meet customer install intervals and service resolution goals; review daily priorities and balance workload to ensure results are achieved.
• Train and coach team members to improve technical and soft skills; provide ongoing performance feedback, conduct evaluations, and support individual career development.
• Assist with hiring, onboarding, development, and retention of the Technical Operations team.
• Act as an escalation point for critical issues, taking end-to-end ownership of customer incidents and engaging other teams as needed to drive swift resolution.
• Ensure team adherence to customer, company, industry (TIA/EIA, ANSI, BICSI), and OSHA safety standards; monitor compliance with installation and service quality programs.
• Manage and improve team standards, procedures, and working practices; assist with internal and external knowledge bases and SOPs.
• Oversee proper operation and maintenance of assigned vehicles, equipment, and tools within company safety standards.
• Communicate issues related to customer perception, workforce, service, and performance to operations leadership; provide plant issue feedback to the outside plant construction manager to support continuous improvement.
• Assist with daily, weekly, and monthly productivity and performance reports; provide operational coverage outside regular business hours and perform technical field work when needed.

Required Qualifications

• Associate's degree in management or equivalent experience; must be able to pass a criminal background check and drug screening.
• 3+ years of experience supervising a technical operations team supporting residential and commercial fiber installation and service.
• 3+ years of experience mentoring, managing, and providing performance feedback to technical staff, with a demonstrated ability to develop talent and deliver on departmental goals and key metrics.
• Experience with ticketing, CRM, provisioning, ordering, scheduling, or troubleshooting tools accessed via tablets and/or smartphones.
• Experience creating and reviewing training documentation, SOPs, troubleshooting guides, and internal FAQs; comprehensive understanding of OSHA rules and regulations.
• Must have and maintain a valid driver's license, auto insurance, and a satisfactory driving record.
• Strong technical aptitude with the ability to explain complex concepts clearly to both technical and non-technical audiences.
• Proficiency in Microsoft Office applications.
• Ability to communicate clearly in written and verbal formats and to manage multiple priorities with strong analytical, problem-solving, and organizational skills in a fast-paced environment.

What Success Looks Like

• Daily field operations — including installations, service calls, and fiber drops — are completed accurately, safely, and on time, with consistent execution across the team.
• Technicians are actively coached and supported with ongoing feedback and training, driving strong performance and keeping key metrics such as install completion, CSAT, and MTTR on target.
• Schedules and resources are managed and adjusted to maintain operational efficiency and workload balance, ensuring service demands and customer expectations are reliably met.
• Safety, quality, and company standards are consistently upheld across the team, with compliance monitored closely and best practices reinforced through active day-to-day leadership.
• Customer and operational escalations are handled with ownership and urgency, with complex issues resolved effectively through coordination with internal teams and clear follow-through.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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.

Powered by JazzHR

GYR03Ik9iG