Technical Operations Supervisor

A Smarter Career Choice

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. 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.

Position Summary

This position is located in St. Petersburg, FL - Local candidates only. 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, 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.

Essential Duties and 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.

Qualifications

Other Duties : Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

IQ Fiber is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.