Supervisor, Technical Operations

Supervisor, Technical Operations Location: Chesapeake region, on‑site (field), rotating weekend hours. IQ Fiber delivers 100% fiber‑optic fast internet to customers. The Supervisor, Technical Operations leads a team of technicians to deliver fiber drops, installations, and service calls with quality standards. Responsibilities Supervise day‑to‑day operations of the Technical Operations team, ensuring fiber drops, installations, and service calls are completed accurately, on time, and meet quality standards. Assist with hiring, onboarding, training, development, and retention of the team. Lead by example to cultivate a high‑performance culture focused on installation and service excellence. Monitor staff schedule availability, adjust schedules to meet install intervals and service resolution goals. Review daily priorities to balance workload and arrange resources. Act as the escalation point for critical issues, taking end‑to‑end ownership of customer incidents. Ensure adherence to customer, company, industry (TIA/EIA, ANSI, BICSI) and safety standards. Manage and improve standards, procedures, and working practices, including internal and external knowledge bases and SOPs. Train and coach team to improve technical and soft‑skills, provide ongoing feedback for career development. Develop and complete daily, weekly, and monthly reports on team productivity and performance. Oversee proper operation and maintenance of assigned vehicles, equipment, and tools. Provide feedback to outside‑plant construction manager on plant issues for continuous improvement. Work closely with operations leadership to communicate issues related to customer perception, workforce, service, and performance. Perform other duties as assigned, including operational coverage outside regular business hours and technical field work when needed. Qualifications 3+ years supervising a technical operations team supporting residential and commercial fiber installation and service. Experience mentoring, managing, and providing feedback to technical resources with a focus on talent development and delivering departmental goals. Strong technical aptitude to answer technical questions from technical and non‑technical users. Experience with ticketing, CRM, provisioning, ordering, scheduling, or troubleshooting software accessed via tablets or smartphones. Strong analytical and problem‑solving skills and creative, strategic thinking. Excellent verbal and written communication; comfortable creating training documentation, SOPs, troubleshooting guides, and internal FAQs. Comprehensive understanding of OSHA rules and regulations with keen attention to detail and commitment to safety. Excellent organizational and time‑management skills; ability to prioritize, multi‑task, and adapt in a fast‑paced environment. Associate degree in management or equivalent experience; must pass criminal background check, drug test, and have knowledge of Microsoft Office applications. Valid driver’s license, auto insurance, and satisfactory driving record. What Success Looks Like Leads a high‑performing Technical Operations Team that consistently meets or exceeds installation completion, quality, and customer satisfaction metrics. Responds decisively to escalations and operational challenges, taking end‑to‑end ownership of critical issues. Keeps the team equipped, scheduled, and aligned by proactively managing workload, resources, and priorities. Develops team members through consistent feedback, coaching, and targeted training. Partners effectively with operations leadership and cross‑functional teams to surface issues, drive process improvements, and uphold company, industry, and safety standards. EEO Statement 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, veteran status, or disability. Applicants must be authorized to work in the U.S. for any employer. We are not sponsoring work visas at this time. #J-18808-Ljbffr