Technical Operations Supervisor

About the role

The Supervisor, Technical Operations role at IQ Fiber is a high-energy, coaching-focused position that supervises and coordinates the day-to-day activities of a team of field technicians. The role ensures fiber drops, installations, and service calls are completed accurately, on time, and in accordance with quality and safety standards.

Responsibilities

• Supervise day-to-day operations of the Technical Operations team
• 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
• Aid with hiring, onboarding, development, and retention of the Technical Operations team
• Assist with 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
• 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
• Perform technical field work when needed

Requirements

• 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
• 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