Manager, Technical Operations

IQ Fiber•Savannah, GA

57d•Onsite

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. This is an onsite position in Savannah, GA. All candidates must be local.

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 Vehicle maintenance and certifications Budget planning for capital and operating expenses
Monitor and optimize team performance through: Daily, weekly, and monthly productivity reports Staff scheduling and workload management Continuous process improvement Quality control programs
Handle critical issue escalations and provide after-hours operational coverage as needed
Perform other duties as assigned