Supervisor, Technical Operations in La Plata, Maryland at IQ Fiber

The Internet is now the heartbeat of our home, but too often internet service is frustrating and unreliable. 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 you 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:

This position is located on-site (field) in Chesapeake region and requires working rotating weekend hours.

The Supervisor, 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. 

The Supervisor, Technical Operations, is responsible for supervising the day-to-day operations for the Technical Operations team, ensuring the team is meeting its goals.

This position will supervise and coordinate work activities for a team of technicians ensuring fiber drops, installations and service calls are completed accurately and on time, as well as meet quality standards.  The Supervisor has various levels of responsibility, and at times can be needed to perform technical operations job in the field, including drops and installations.

The Supervisor has various levels of responsibility, including ensuring daily workload balance, arranging resources to meet the demand including assisting with drops, installations, or service calls and responding to escalations. The Supervisor works closely with the operations leadership team to alert them to any issues, such as customer perception, workforce, service, and performance issues.

Essential Duties and Responsibilities:

Supervise the day-to-day operations of the Technical Operations Team, ensuring fiber drops, installations, and service calls are completed accurately, on time, and in accordance with quality standards.Assist with hiring, onboarding, development, training, and retention of the Technical Operations Team.Lead by example to cultivate and maintain a collaborative, high-performance culture focused on installation and service excellence.Supervise team to meet individual and team objectives, evaluate progress, and provide ongoing performance feedback to achieve key customer success metrics.Monitor staff schedule availability and make dynamic changes to schedules to meet customer install intervals and service resolution goals.Review daily priorities and take appropriate action to ensure results are achieved, including balancing workload and arranging resources to meet demand.Act as an escalation point for critical issues, taking end-to-end ownership of customer incidents and engaging other teams as necessary.Ensure adherence to customer, company, industry (TIA/EIA, ANSI, BICSI), and safety standards, and monitor compliance with installation and service quality programs.Manage and improve standards, procedures, and working practices within the team, including assisting with internal and external knowledge bases and SOPs.Train and coach the team to improve both technical and soft skills, and provide ongoing feedback to support individual career development.Assist with the development and completion of daily, weekly, and monthly reports on team productivity and performance.Oversee proper operation and maintenance of assigned vehicles, equipment, and tools within company safety standards.Provide feedback to the outside plant construction manager when plant issues are discovered to ensure continuous process improvement.Work closely with operations leadership to communicate issues related to customer perception, workforce, service, and performance.Perform other duties as assigned, including providing operational coverage outside of regular business hours and performing technical field work when needed.

Qualifications:

3+ years of experience supervising a technical operations team supporting residential and commercial fiber installation and service, with a strong foundation in leadership, performance management, and process improvement.3+ years of experience mentoring, managing, and providing feedback to technical resources, with a demonstrated ability to develop talent and deliver on departmental goals and key metrics.Strong technical aptitude with the ability to answer technical questions from both technical and non-technical users, and explain complex concepts clearly and simply.Experience with one or more ticketing, CRM, provisioning, ordering, scheduling, or troubleshooting software and tools accessed via tablets and/or smartphones.Strong analytical and problem-solving skills with the ability to navigate challenging situations professionally and think creatively and strategically.Strong verbal and written communication skills with confidence interacting at all levels, including comfort creating and reviewing training documentation, SOPs, troubleshooting guides, and internal FAQs.Comprehensive understanding of OSHA rules and regulations (federal and state), with high attention to detail and a commitment to safety and compliance.Excellent organizational and time management skills, including the ability to prioritize, multi-task, and adapt quickly in a fast-paced environment.Associate degree in management or equivalent experience; must be able to pass a criminal background check, drug test, and have exceptional knowledge of Microsoft Office applications.Must have and maintain a valid driver's license, auto insurance, and satisfactory driving record.

What Success Looks Like (3-5 written in present tense)

Leads a high-performing Technical Operations Team that consistently meets or exceeds installation completion, quality, and customer satisfaction metrics through strong coaching, clear expectations, and a culture of accountability.Responds decisively to escalations and operational challenges, taking end-to-end ownership of critical issues and ensuring swift resolution with minimal customer disruption.Keeps the team equipped, scheduled, and aligned by proactively managing workload, resources, and priorities to meet daily and weekly service goals.Develops team members through consistent feedback, hands-on coaching, and targeted training that strengthens both technical skills and customer-facing professionalism.Partners effectively with operations leadership and cross-functional teams to surface issues, drive process improvements, and uphold company, industry, and safety standards across all field operations.

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.