Manager, Technical Operations

IQ Fiber Clearwater, Florida, United States

IQ Fiber was built to do internet differently. We’re a 100% fiber-optic internet provider with a simple mission:
To engineer a smarter internet experience. That means internet that’s fast, reliable, and simply priced, backed by real humans who answer when you call and solve problems before you know they exist.

We bring that same thinking to how we build our company. Our teammates are a big part of what makes IQ Fiber different, and we believe how we work matters just as much as what we deliver. We’re looking for good humans who bring great ideas, raise the bar with every task, and want to be part of a bigger story.

Your work matters here.

IQ Fiber is seeking a Manager, Technical Operations responsible for leading and mentoring a team of installation and service technicians in the field, managing day‑to‑day operations for the Technical Operations Team. This is a high‑energy, coaching‑focused role that inspires a collaborative, results‑driven culture and an environment where individuals can thrive in their careers.

The role includes developing strategies to improve the end‑user experience, assisting in the field when needed, handling escalations, and ensuring team goals are met. The Manager oversees team structure, resource needs, recruiting, hiring, training, development, and retention, and serves as the key point of contact to senior leadership, employees, and stakeholders regarding field operations and performance.

• Lead, coach, and develop a team of installation and service technicians, including hiring, onboarding, training, regular one‑on‑ones, performance reviews, and skill development for both technical and soft skills.
• Manage daily Technical Operations Team activities including FTTH installations, customer service calls, and physical disconnects; assist in the field as needed and handle critical issue escalations.
• Foster a collaborative, high‑performance culture focused on service excellence, customer satisfaction, and continuous improvement.
• Set, monitor, and act on team KPIs and quality metrics including install completion, CSAT, and MTTR; use daily, weekly, and monthly productivity reports to identify trends and implement targeted improvements.
• Establish and continuously improve team standards, procedures, SOPs, and documentation including knowledge bases and training materials.
• Ensure adherence to customer, company, industry (TIA/EIA, ANSI, BICSI), and OSHA safety standards across all field operations.
• Manage team resources including installation materials, tools, test equipment, vehicle maintenance and certifications, and budget planning for capital and operating expenses.
• Oversee staff scheduling, workload management, and quality control programs to ensure the team is positioned to meet current demand and support business growth.
• Provide after‑hours operational coverage as needed and serve as the primary escalation point for complex field issues.

• Bachelor’s degree in management or a related field, or equivalent experience.
• 5+ years of experience leading and developing technical operations teams with a focus on residential and commercial fiber installation and service.
• Excellent technical aptitude with proven experience in ticketing systems, CRM, provisioning, and troubleshooting tools; exceptional proficiency in Microsoft Office applications.
• Experience creating and maintaining technical documentation, SOPs, and training materials; comprehensive understanding of OSHA rules and regulations.
• Must have and maintain a valid driver’s license, auto insurance, and a satisfactory driving record; must be able to pass a…