What are the responsibilities and job description for the Manager, Technical Operations position at IQ Fiber?
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.
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 who works hard and has fun. And, if you’re like us, you’ll know you made a Smarter career choice.
This is an on-site position in Jacksonville, FL. All candidates must be local.
The Manager of Technical Operations 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 position leads and mentors a team of installation and service technicians in the field, managing day-to-day operations for the Technical Operations Team. The role includes providing strategies to improve end-user experience, assisting in the field when needed, handling escalations, and ensuring team goals are met. The position oversees team structure, resource needs, recruiting, hiring, training, development, and retention. The Manager serves as the key point of contact to senior leadership, employees, and other stakeholders regarding field operations and performance.
Essential Duties and 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
Qualifications:
- Bachelor's degree in management or equivalent experience
- 5 years’ experience leading and developing technical operations teams, with a focus on residential/commercial fiber installation and service
- Strong leadership abilities, including team building, mentoring, performance management, and providing constructive feedback
- Excellent technical aptitude with proven experience in ticketing systems, CRM, provisioning, and troubleshooting tools
- Outstanding communication skills - able to explain complex concepts simply to both technical and non-technical audiences
- Demonstrated problem-solving and analytical skills in fast-paced environments
- Strong organizational and time management abilities, including prioritization and multi-tasking
- Experience creating and maintaining technical documentation, SOPs, and training materials
- Comprehensive understanding of OSHA rules and regulations
- Valid driver's license and ability to pass background/driving record checks and drug test
- Exceptional knowledge of Microsoft Office applications
- Flexibility to work overtime as needed
- High integrity and strong work ethic
- Adaptable and eager to learn
- Detail-oriented with creative and strategic thinking abilities
- Team player with a collaborative mindset
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.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.