Supervisor, Service Delivery

Position Description:

Lyte Fiber, LLC (“Lyte”) is seeking a highly motivated telecommunications operations professional to fill the role of Service Delivery Supervisor. The Service Delivery Supervisor will serve as the bridge between field technicians and the Service Delivery Manager, overseeing daily operations and ensuring high-quality installations, repairs, and customer experiences.

This position will be responsible for supervising field staff, monitoring work quality and efficiency, resolving escalated service issues, and ensuring compliance with safety and performance standards. The Service Delivery Supervisor will also play a key role in technician development, on-the-job training, and supporting emergency restoration efforts to minimize service disruption.

Duties and Responsibilities:

• Supervise and coordinate daily activities of service delivery technicians to ensure timely and efficient installations, upgrades, and repairs.
• Act as firstlevel escalation point for field and customer issues, providing realtime troubleshooting and resolution.
• Monitor and enforce company safety policies and standards; conduct regular safety briefings and field inspections.
• Review technician work for accuracy and quality, ensuring compliance with company standards and customer expectations.
• Assist with scheduling, workload balancing, and resource allocation to meet customer demand.
• Individually complete residential, MDU, SMB, or enterprise installations, upgrades, and service calls as needed based on customer demand and business needs.
• Provide training, coaching, and mentorship to technicians to improve technical proficiency and customer service.
• Support execution of emergency restoration and rapid response plans to reduce downtime and service impact.
• Maintain records of field activities, inventory, fleet, and equipment.
• Collaborate with the Service Delivery Manager to achieve key performance indicators (KPIs) for service quality, timeliness, and customer satisfaction.
• Support vendor coordination and process improvement initiatives.
• Represent Lyte Fiber in a professional manner during customer interactions, promoting accountability and service excellence.

Other Duties:

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

Minimum Qualifications:

• High school diploma or GED equivalent.
• Minimum of 3 years of telecommunications or related field experience with demonstrated technical expertise.
• At least 1 year of leadership or supervisory experience in field operations.
• Strong problemsolving and troubleshooting skills with the ability to resolve service issues in the field.
• Effective leadership, coaching, and communication skills.
• Proficiency with OSS/BSS or related work order and service management software.
• Valid driver’s license with acceptable driving record.

Preferred Qualifications:

• FOA, SCTE, BICSI or related industry certifications.
• Bilingual communication skills.

Physical Demands and Work Environment

• Ability to lift and carry up to 75 lbs and operate standard telecom tools and equipment.
• Ability to distinguish colorcoded wires.
• Work outdoors in varying weather conditions, including heat, cold, and inclement conditions.
• Frequently stands and walks & pushes/pulls with arms and grasps with hands & reaches at waist
• Ability to climb ladders and/or utility poles and work in high places
• Ability to work in small spaces (such as crawl space and attics) to tolerate typical residential and commercial controlled work environments as well as uncontrolled weatherrelated heat and cold for extended periods of time
• Ability to work outdoors and in extreme weather conditions and varying topographic, wet and dry locations
• Will require travel as needed to meet with regional staff, customers and market visits
• May require working outside regular business hours to address urgent service delivery issues.

About Lyte Fiber

Established in 2023 and headquartered in Houston, TX, Lyte Fiber, LLC (“Lyte”) is dedicated to bringing the fastest, most reliable home and business fiber optic internet to Texas and beyond. Formed in partnership with SDC Capital Partners, a leading digital infrastructure investment firm, Lyte was started by internet industry veterans who are passionate about providing a best-in-class customer experience, building a company where great employees want to work and connecting Texas communities. As part of our commitment to each community we serve, Lyte pledges a 1% giveback to local charities and causes annually.

Lyte Fiber, LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and sexual orientation), gender identity, national origin or ancestry, citizenship, ethnicity, genetic information, age, or protected veteran status and will not be discriminated against on the basis of physical or mental disability or any other characteristic protected by federal or Texas law.

Applicants who believe they need an accommodation on account of a disability or sincerely held religious belief to perform the essential functions of the job they are applying for, should submit those requests to HR. Requests will be evaluated on a case-by-case basis and cannot be guaranteed.

About Lyte Fiber LLC

Established in 2023 and headquartered in Houston, TX, Lyte Fiber, LLC (“Lyte”) is dedicated to bringing the fastest, most reliable home and business fiber optic internet to Texans. Formed in partnership with SDC Capital Partners, a leading digital infrastructure investment firm, Lyte was started by internet industry veterans who are passionate about providing a best-in-class customer experience, building a company where great employees want to work and connecting Texas communities. As part of our commitment to each community we serve, Lyte pledges a 1 percent giveback to local charities and causes annually.