Manager, Technical Operations

IQ Fiber • Jacksonville, FL

103d

About The Position

The Manager of Technical Operations is a high-energy, coaching-focused role that inspires a collaborative, results-driven culture as well as an environment that allows individuals to thrive in their careers. This position leads and mentors a team of installation and service technicians in the field, managing day-to-day operations for the Technical Operations Team. The role includes providing strategies to improve end-user experience, assisting in the field when needed, handling escalations, and ensuring team goals are met. The position oversees team structure, resource needs, recruiting, hiring, training, development, and retention. The Manager serves as the key point of contact to senior leadership, employees, and other stakeholders regarding field operations and performance.

Requirements

• Bachelor's degree in management or equivalent experience
• 5+ years’ experience leading and developing technical operations teams, with a focus on residential/commercial fiber installation and service
• Strong leadership abilities, including team building, mentoring, performance management, and providing constructive feedback
• Excellent technical aptitude with proven experience in ticketing systems, CRM, provisioning, and troubleshooting tools
• Outstanding communication skills - able to explain complex concepts simply to both technical and non-technical audiences
• Demonstrated problem-solving and analytical skills in fast-paced environments
• Strong organizational and time management abilities, including prioritization and multi-tasking
• Experience creating and maintaining technical documentation, SOPs, and training materials
• Comprehensive understanding of OSHA rules and regulations
• Valid driver's license and ability to pass background/driving record checks and drug test
• Exceptional knowledge of Microsoft Office applications
• Flexibility to work overtime as needed
• High integrity and strong work ethic
• Adaptable and eager to learn
• Detail-oriented with creative and strategic thinking abilities
• Team player with a collaborative mindset

Responsibilities

• Manage daily Technical Operations Team activities, including FTTH installations, customer service, and physical disconnects
• Lead hiring, onboarding, training, development, and retention of team members, including regular one-on-ones, performance reviews, and coaching for both technical and soft skills
• Foster a collaborative, high-performance culture focused on service excellence and customer satisfaction
• Set and monitor team objectives, KPIs, and quality metrics (Install completion, CSAT, MTTR)
• Establish, manage, and improve team standards, procedures, and documentation (including knowledge bases)
• Ensure adherence to customer, company, industry (TIA/EIA, ANSI, BICSI), and Safety standards
• Manage equipment and resources including installation materials, tools, and test equipment
• Monitor and optimize team performance through daily, weekly, and monthly productivity reports
• Handle critical issue escalations and provide after-hours operational coverage as needed
• Perform other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees