Manager, Technical Operations

IQ Fiber • Clearwater, FL

8d

About The Position

IQ Fiber is seeking a Manager, Technical Operations to lead and mentor a team of installation and service technicians and manage the team’s day-to-day field operations. This coaching-focused role promotes a collaborative, results-driven culture and supports employees’ professional development.

The manager develops strategies to improve the end-user experience, assists in the field as needed, handles escalations, and ensures team goals are met. Responsibilities include overseeing team structure and resource needs, recruiting, hiring, training, development, and retention, and serving as a key contact for senior leadership, employees, and stakeholders on field operations and performance.

Requirements

• Bachelor’s degree in management or a related field, or equivalent experience.
• At least 5 years of experience leading and developing technical operations teams focused on residential and commercial fiber installation and service.
• Technical aptitude and proven experience with ticketing systems, CRM, provisioning, and troubleshooting tools.
• Exceptional proficiency in Microsoft Office applications.
• Experience creating and maintaining technical documentation, SOPs, and training materials.
• Comprehensive understanding of OSHA rules and regulations.
• Valid driver’s license, auto insurance, and satisfactory driving record; ability to pass a background check and drug screening.
• Strong mentoring, performance management, constructive feedback, coaching, and team-development skills.
• Outstanding communication skills and ability to explain complex concepts to technical and non-technical audiences.
• Strong organizational, analytical, and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.
• High integrity, strong work ethic, and flexibility to work overtime as needed.

Responsibilities

• Lead, coach, and develop installation and service technicians through hiring, onboarding, training, regular one-on-ones, performance reviews, and technical and soft-skills development.
• Manage daily Technical Operations Team activities, including FTTH installations, customer service calls, and physical disconnects; assist in the field and handle critical escalations as needed.
• Foster a collaborative, high-performance culture focused on service excellence, customer satisfaction, and continuous improvement.
• Set, monitor, and act on team KPIs and quality metrics, including installation completion, CSAT, and MTTR; review productivity reports and implement targeted improvements.
• Establish and improve team standards, procedures, SOPs, and documentation, including knowledge bases and training materials.
• Ensure field operations adhere to customer, company, industry, and OSHA safety standards.
• Manage team resources, including installation materials, tools, test equipment, vehicle maintenance and certifications, and capital and operating expense planning.
• Oversee staff scheduling, workload management, and quality control to meet current demand and support business growth.
• Provide after-hours operational coverage as needed and serve as the primary escalation point for complex field issues.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager