Lead Commercial Technical Operations

The Opportunity We're seeking a highly skilled Lead Commercial Technical Operations professional to serve as the senior technical resource for a 24/7 operations team supporting WOW! Business customers across SMB, Enterprise, Strategic Enterprise, Wholesale, and Data Center  this role, you'll provide technical leadership, mentor Tier 2 team members, coordinate real-time operational activities, and serve as the primary technical escalation point before Supervisor engagement.

You'll play a critical role in strengthening Tier 2 capabilities through coaching, knowledge sharing, and hands-on leadership while helping ensure exceptional service delivery for our commercial customers.

This is an outstanding opportunity for a technical leader who enjoys mentoring others, solving complex networking challenges, and driving operational excellence in a fast-paced Network Operations environment.

What You'll Do Technical Leadership & Shift Operations Serve as the senior technical resource and operational leader during your assigned shift.

Responsibilities include:

Serving as the shift and floor lead by providing:

Real-time queue oversight

Workload balancing

Coverage recommendations

Acting as the first internal escalation point for Tier 2 agents before Supervisor engagement, formalizing the Tier 2 Tier 3 Engineering escalation path Representing the team during Priority 1 (P1) and Priority 2 (P2) incidents, including:

Bridge participation

Communication leadership

Coordination with Engineering teams

Reinforcing Supervisor-established standards related to:

Schedule adherence

Ticket quality

Documentation standards

Coaching, Mentorship & Team Development Help elevate the technical capabilities of the team through continuous coaching and knowledge sharing.

Responsibilities include:

Delivering:

Side-by-side coaching

Ticket reviews

Call reviews

Targeted skill-gap remediation

Leading:

Shift huddles

Technical training sessions

Readiness initiatives for new products, features, and process updates

Owning team-facing knowledge management, including:

Runbooks Knowledge Base articles

Technical tips

Post-incident lessons learned

Providing performance feedback to Supervisors regarding:

Coaching opportunities

Individual readiness

Career advancement recommendations

Advanced Technical Support Serve as the team's Subject Matter Expert (SME) across the WOW! Business portfolio.

Responsibilities include:

Supporting all WOW! Business:

Voice services

Video services

Data products

Handling the most complex customer trouble tickets

Modeling effective troubleshooting techniques while actively transferring knowledge to teammates

Providing advanced OSI model-based diagnosis, troubleshooting, consulting, and coordination for customer-impacting issues

Coordinating issue resolution among:

Customers Network Administrators Vendors Field  Technicians Service Providers Internal WOW! teams

Data Center Operations Support mission-critical Data Center operations by:

Monitoring critical infrastructure systems, including:

Physical Security

PowerHVACProviding Hands and Feet support when required

Maintaining documentation and security for customer equipment and packages received and shipped through Data Centers Following all Ticket Management and Data Center operational policies and procedures

Product Support & Documentation

Responsibilities include:

Documenting technical issues and resolutions within company ticketing and billing systems

Assisting with the testing, certification, implementation, and support of new WOW! Business products

Performing additional duties as assigned

What You'll Bring

Minimum Education & Experience High School Diploma or equivalent required

Associate's degree or higher in:

Information Technology Computer Science Telecommunications Related  technical field preferred

Four years of telecommunications or related technical support experience within:

Network Operations Centers Systems Administration IT Operations Skills & Abilities for Success Technical Leadership Demonstrated experience mentoring, coaching, or serving in an informal technical leadership role Proven ability to lead through influence without formal supervisory authority

Certifications

One or more industry-recognized…