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IQ Fiber · 3 weeks ago

Technical Operations Supervisor

Jacksonville, FL

Full-time

Onsite

Mid Level

3+ years exp

IQ Fiber is dedicated to providing 100% fiber-optic high-speed internet and exceptional customer service. The Technical Operations Supervisor is responsible for overseeing the Technical Operations team, ensuring efficient operations, and fostering a collaborative culture focused on service excellence.

InternetResidentialService Industry

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

Qualification

Technical proficiencyCustomer relations managementLeadershipPerformance managementData analysisTechnical aptitudeProblem solvingAnalytical skillsTraining documentationOSHA knowledgeMicrosoft OfficeEffective communicationOrganizational skillsTime managementMentoring

Required

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