Supervisor, Technical Operations

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 Supervisor, Technical Operations responsible for leading the day-to-day field operations of a team of technicians, ensuring fiber drops, installations, and service calls are completed accurately, on time, and to quality standards. The Supervisor balances daily workload, arranges resources to meet demand, responds to escalations, and keeps operations leadership informed of customer perception, workforce, service, and performance issues. This is a high-energy, hands-on, coaching-focused leadership role based in the field, with rotating weekend hours and technical field work, including drops and installations, as needed. Essential Duties and Responsibilities Supervise the day-to-day operations of the Technical Operations team, ensuring fiber drops, installations, and service calls are completed accurately, on time, and to quality standards. Monitor technician availability and adjust schedules dynamically, balancing daily workload and arranging resources to meet customer install intervals and service resolution goals. Serve as the escalation point for critical issues, taking end-to-end ownership of customer incidents and engaging other teams as needed. Set individual and team objectives, evaluate progress, and provide ongoing performance feedback to achieve key customer success metrics. Train and coach technicians to strengthen both technical and soft skills, supporting individual career development. Partner on the hiring, onboarding, development, and retention of the Technical Operations team, leading by example to build a collaborative, high-performance culture focused on installation and service excellence. Ensure adherence to customer, company, industry (TIA/EIA, ANSI, BICSI), and safety standards, and monitor compliance with installation and service quality programs. Maintain and improve team standards, procedures, and working practices, including contributing to internal and external knowledge bases and SOPs. Develop daily, weekly, and monthly reports on team productivity and performance. Oversee the proper operation and maintenance of assigned vehicles, equipment, and tools in accordance with company safety standards. Communicate plant issues to the Outside Plant construction manager, and customer perception, workforce, service, and performance issues to operations leadership, to drive continuous process improvement. Perform technical field work, including drops and installations, and provide operational coverage outside regular business hours, including rotating weekends, as needed. Required Qualifications Associate degree in management or a related field, or equivalent experience. 3+ years of experience supervising a technical operations team supporting residential and commercial fiber installation and service, including mentoring, managing, and providing feedback to technical staff. Proven track record in leadership, performance management, and process improvement, with the ability to develop talent and deliver on departmental goals and key metrics. Strong technical aptitude, with the ability to answer technical questions and explain complex concepts clearly to both technical and non-technical audiences. Experience with ticketing, CRM, provisioning, ordering, scheduling, or troubleshooting software and tools accessed via tablets and/or smartphones. Comprehensive understanding of federal and state OSHA rules and regulations. Strong proficiency in Microsoft Office applications. Strong verbal and written communication skills, including creating and reviewing training documentation, SOPs, troubleshooting guides, and internal FAQs. Ability to analyze problems, navigate challenging situations professionally, and think creatively and strategically. Ability to prioritize, multitask, and adapt quickly in a fast-paced environment, with excellent organizational and time management skills and high attention to detail. Ability to work rotating weekend hours and provide operational coverage outside regular business hours. Must have and maintain a valid driver's license, auto insurance, and satisfactory driving record. Must be able to pass a criminal background check and drug screening. What Success Looks Like The Technical Operations team consistently meets or exceeds installation completion, quality, and customer satisfaction metrics, supported by clear expectations and a culture of accountability. Escalations and critical issues are owned end to end and resolved quickly, with minimal customer disruption. Schedules, workload, and resources are proactively balanced so daily and weekly install intervals and service goals are met. Technicians are measurably growing in technical skill and customer-facing professionalism through consistent feedback, hands-on coaching, and targeted training. Field operations fully adhere to company, industry, and safety standards, with vehicles, equipment, and tools properly maintained. Plant issues and operational trends are surfaced early to operations leadership and Outside Plant, driving measurable process improvements. 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 Affiliated 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 authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time. #J-18808-Ljbffr