Technical Operations Supervisor

IQ Fiber•Savannah, GA

1d•Onsite

About The Position

IQ Fiber is seeking a Supervisor, Technical Operations responsible for supervising and coordinating the day-to-day activities of a team of field technicians, ensuring fiber drops, installations, and service calls are completed accurately, on time, and in accordance with quality and safety standards. This is a high-energy, coaching-focused role that builds a collaborative, results-driven environment where team members can thrive in their careers. The Supervisor balances daily workload, arranges resources to meet demand, performs technical field work when needed, and responds to escalations. This role works closely with operations leadership to surface issues related to customer perception, workforce, service, and performance. Rotating weekend hours are required.

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.
Must have and 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.

Responsibilities

Supervise day-to-day operations of the Technical Operations team, ensuring fiber drops, installations, and service calls are completed accurately, on time, and in accordance with quality and safety standards.
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.
Assist with hiring, onboarding, development, and retention of the Technical Operations team.
Act as an escalation point for 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; monitor compliance with installation and service quality programs.
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; provide operational coverage outside regular business hours and perform technical field work when needed.