Supervisor, Technical Operations

Position Summary

This position is located on-site (field) in the Chesapeake region and requires working rotating weekend hours.

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 in accordance with quality standards.
• Aid in hiring, onboarding, development, training, and retention of the Technical Operations Team.
• Lead by example to cultivate and maintain a collaborative, high-performance culture focused on installation and service excellence.
• Supervise the team to meet individual and team objectives, evaluate progress, and provide ongoing performance feedback to achieve key customer success metrics.
• Maintain staff schedule availability and make dynamic changes to schedules to meet customer install intervals and service resolution goals.
• Review daily priorities and take appropriate action to ensure results are achieved, including balancing workload and arranging resources to meet demand.
• Act as an escalation point for critical issues, taking end-to-end ownership of customer incidents and engaging other teams as necessary.
• Ensure adherence to customer, company, industry (TIA/EIA, ANSI, BICSI), and safety standards, and monitor compliance with installation and service quality programs.
• Manage and improve standards, procedures, and working practices within the team, including assisting with internal and external knowledge bases and SOPs.
• Train and coach the team to improve both technical and soft skills, and provide ongoing feedback to support individual career development.
• Aid in the development and completion of daily, weekly, and monthly reports on team productivity and performance.
• Oversee proper operation and maintenance of assigned vehicles, equipment, and tools within company safety standards.
• Provide feedback to the outside plant construction manager when plant issues are discovered to ensure continuous process improvement.
• Work closely with operations leadership to communicate issues related to customer perception, workforce, service, and performance.
• Perform other duties as assigned, including providing operational coverage outside of regular business hours and performing technical field work when needed.

Qualifications

• 3+ years of experience supervising a technical operations team supporting residential and commercial fiber installation and service, with a strong foundation in leadership, performance management, and process improvement.
• 3+ years of experience mentoring, managing, and providing feedback to technical resources, with a demonstrated ability to develop talent and deliver on departmental goals and key metrics.
• Strong technical aptitude with the ability to answer technical questions from both technical and non-technical users, and explain complex concepts clearly and simply.
• Experience with one or more ticketing, CRM, provisioning, ordering, scheduling, or troubleshooting software and tools accessed via tablets and/or smartphones.
• Strong analytical and problem-solving skills with the ability to navigate challenging situations professionally and think creatively and strategically.
• Strong verbal and written communication skills with confidence interacting at all levels, including comfort creating and reviewing training documentation, SOPs, troubleshooting guides, and internal FAQs.
• Comprehensive understanding of OSHA rules and regulations (federal and state), with high attention to detail and a commitment to safety and compliance.
• Excellent organizational and time management skills, including the ability to prioritize, multi-task, and adapt quickly in a fast-paced environment.
• Associate degree in management or equivalent experience; must be able to pass a criminal background check, drug test, and have exceptional knowledge of Microsoft Office applications.
• Must have and maintain a valid driver's license, auto insurance, and satisfactory driving record.