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IQ Fiber · 4 months ago

Manager, Technical Operations

Jacksonville, FL

Full-time

Hybrid

Mid, Senior Level

5+ years exp

IQ Fiber is a company dedicated to providing high-speed fiber-optic internet with excellent customer service. They are seeking a Manager of Technical Operations to lead and mentor a team of technicians, manage daily operations, and improve end-user experience while ensuring team goals are met.

InternetResidentialService Industry

No H1B

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

Qualification

Technical operations managementFiber installation experienceLeadershipMentoringOSHA regulationsTechnical documentation creationProblem-solving skillsCommunication skillsOrganizational skillsTime managementTeam collaborationAdaptabilityDetail-orientedWork ethic