Supervisor - Service Operations

Supervisor – Service Operations

Lumos is looking for a full-time Supervisor – Service Operations
! If you’re experienced as a leader in telecom service operations who’s excited for a fast‑paced experience, ready to help us grow, and ready to recommend process changes that ensure we’re harnessing our technology to the best of our ability while broadening our ability to set up and maintain our service, we want to hear from you!

The Supervisor – Service Operations leads employees and contractors that ensure our customers have a professional experience when we’re onsite installing service or troubleshooting, all supported by the Manager – Service Operations and wider leadership team.

*** This is a remote position with on‑site responsibilities within Tidewater, VA market when needed. Candidates must reside in Tidewater, VA. Company vehicle + Mobile phone provided. Valid, fully unencumbered Driver’s License required.***

Lumos is on a mission to deliver lightning‑fast, 100% Fiber Optic internet to the communities that need it most. After the merger of Lumos Networks and North State in 2022, we quickly rose to become a leading fiber internet provider. And as of April 1, 2025, we’ve joined forces with T‑Mobile to launch T‑Fiber—a joint venture that blends Lumos’ infrastructure expertise with T‑Mobile’s national reach to bring fiber to more homes than ever before.

We currently connect over 475,000 homes, businesses, and multi‑family buildings across nine states in the East and Midwest. With major growth in markets like Ohio, Alabama, Florida, and Georgia—and a shared goal of reaching 12 to 15 million homes by 2030—Lumos is playing a vital role in closing the digital divide.

At Lumos, we are driven by our commitment to a brighter tomorrow
. We take pride in being the first to deliver 100% Fiber Optic Internet for families, small businesses, and communities. We know the possibilities of tomorrow can’t be built on the infrastructure of yesterday. And when we deliver uninterrupted Internet and limitless capacity, we create new opportunities for everyone.

We believe that the past is over, and the future is fast. That’s why we are who we are: the disruptors of the status quo. Guided by our purpose and startup mindset
, we step up, move first, and adapt as we go. Here, there’s no hierarchy, only hustle.

We are all servant leaders
, confident in our purpose and humble enough to pay close attention to the details. We all have the power to help solve problems and find solutions for our customers and teammates—and we do—by putting people first and doing whatever it takes to build loyalty with our customers and within our team.

We’re passionate about our customers’ experience
. Their futures don’t stand still, and neither do ours. We’ll never stop reinventing ourselves to meet our customers’ evolving needs—because we know that our work, delivering 100% fiber optic internet, truly changes people’s lives.

• Supervises teams in the achievement of service and quality objectives, maintains alignment with budgets and SLAs, and creates and present reports about service metrics, embodying Lumos’s servant leadership model.
• Demonstrates leadership and vision managing people, major projects, and initiatives.
• Provides direction to managers and supervisors in areas of quality assurance, safety, productivity monitoring, training, and budget & SLA adherence.
• Performs proactive and reactive field visits: assessing customer service with site visits to customers to obtain their feedback on their experience with tech installation or repair, perform compliance reviews of vendor‑provided services, and coordinate appropriate installation and repair activities.
• Performs administrative duties including management of employee timesheets and contractor invoicing, differentiating between capital and operational expenses, installation and repair calendar scheduling, approving invoices, and supporting invoice audits.
• Ensures teams follow service and safety standards as required by State Corporation Commission, industry & manufacturer guidelines, OSHA, National Electric Safety Code, Departments of…