Manager, Technical Operations

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 fast internet, transparent pricing, and attentive customer service to deliver a Smarter internet experience. As part of the rapidly growing IQ Fiber team, your contributions will directly affect 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.

Position Summary

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 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

This is an on-site role, working in the office at our Saint Petersburg location