Technical Operations Supervisor

IQ Fiber•Dover, DE

2d•Onsite

About The Position

Because the internet is now the heartbeat of our homes and an essential tool for business, it should run without interruption or stress. IQ Fiber was created to offer 100% fiber-optic high-speed internet, transparent pricing, and attentive customer service to deliver a Smarter internet experience. As part of our rapidly growing team, your contributions will directly impact our success. Your work matters here. We’re looking for energetic, collaborative, and customer-focused talent with the ability to proactively move our business forward. In return, you’ll find a place where your voice matters. You’ll find a team that works hard and has fun. And, if you’re like us, you’ll know you made a Smarter career choice. This position is located in Dover, DE - Local candidates only. Position Summary: The Technical Operations Supervisor 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 role is responsible for supervising the day-to-day operations for the Technical Operations team, ensuring the team is meeting its goals. This position will supervise and coordinate work activities for a team of technicians ensuring fiber drops, installations and service calls are completed accurately and on time, as well as meet quality standards. The Supervisor has various levels of responsibility, and at times can be needed to perform technical operations job in the field, including drops and installations. The Supervisor has various levels of responsibility, including ensuring daily workload balance, arranging resources to meet the demand including assisting with drops, installations, or service calls and responding to escalations. The Supervisor works closely with the operations leadership team to alert them to any issues, such as customer perception, workforce, service, and performance issues.

Requirements

Core skills/proficiencies include leadership, customer relations management, performance management, process management, data analysis, problem solving, effective communication and technical proficiency
The successful candidate will be experienced (3+ years) in supervising a technical operations team supporting residential and commercial fiber installation and service.
3+ years of experience in mentoring, managing, and providing feedback to technical resources.
Preference for operating in a fast-paced, technical environment with a high degree of critical thinking and problem solving
Ability to work independently in a fast-paced environment without supervision
Willing to learn, adapt and evolve with the team and company and develop new skills quickly
Strong technical aptitude with excellent end-user interaction skills
Proven capability of delivering on departmental goals and key metrics
Strong analytical and problem-solving skills
Experience in one or more ticketing, CRM, provisioning, ordering, scheduling, troubleshooting software and tools accessed via tablets and/or smartphones
Strong verbal and written communication skills and confidence interacting with all levels of professional staff.
Excels at explaining complex concepts simply
Capable of answering technical questions from technical and non-technical users
Ability to train and mentor members of the Technical Operations team
Comfortable providing both negative and positive feedback to people on the team
Excellent organizational skills including ability to prioritize, lead, multi-task and have fun while doing it
Excellent problem-solving skills and ability to navigate challenging situations in a professional manner
Comfortable with both creating and reviewing training documentation, internal FAQs, “how-to”, troubleshooting guides, standard operating procedures (SOPs), etc.
Comprehensive understanding of OSHA rules and regulations, both federal and state
Associate degree in management or equivalent experience
Must be able to pass criminal background check, driving record check and drug test
Must have a current valid driver's license that is automotive insurable
Flexibility to work mandatory overtime to meet business needs
Exceptional knowledge of Microsoft Office applications
High integrity and strong work ethic are a must
Attention to detail and ability to think creatively and strategically is a must
Excellent organization and time management skills
Ability to interact and communicate effectively with other team members

Responsibilities

Supervise the day-to-day operations of the Technical Operations Team who provide fiber drop service and/or install FTTH service, as well as resolve customer service issues and process physical disconnects.
Assist with the hiring, onboarding, development, training, and retention of Technical Operations Team.
Lead by example to cultivate and maintain a collaborative, empowered, high-performance, engaged culture focused on installation and service excellence and resolving customer issues.
Supervise team to meet individual and team objectives, evaluate progress and provide ongoing performance feedback to achieve key customer success metrics.
Manage and improve standards and procedures within the team.
Ensure adherence to customer, company, industry (TIA/EIA, ANSI, BICSI), and Safety standards
Ensure working practices are well defined and operational.
Monitor for compliance to the installation and service quality programs.
Ensure team has the proper equipment to complete assigned work.
Oversee proper operation and maintenance of assigned vehicles, equipment and tools within company safety standards and maintains required certifications and/or licenses.
Assist with writing and maintaining the internal and external knowledge bases.
Assist with the development and completion of daily, weekly, and monthly reports on team’s productivity.
Provide feedback to outside plant construction manager if plant issues are discovered to ensure continuous process improvement.
Review daily priorities and take appropriate action to ensure results are achieved.
Monitor staff schedule availability and make dynamic changes to schedules to meet customer install interval and service resolution goals.
Develop and administer schedules and performance requirements.
Train and coach the team to improve soft and hard skills.
Act as an escalation point for critical issues taking end-to-end ownership of customer incidents engaging other teams if necessary.
Act as team contact when manager is not available for escalation, meetings, day-to-day operations to include on-call coverage.
Able to provide operational coverage outside of regular business hours at short notice when needed.
Perform other duties as assigned.