Field Operations Manager for Fiber Installations

IQ Fiber; Clearwater (FL); On-site; USD 110,000 - 160,000; Full time

Job summary

IQ Fiber is seeking a Manager, Technical Operations to lead a team of installation and service technicians in the field, driving day-to-day operations and performance. You will mentor staff, manage field escalations, and partner with senior leadership to align on safety, quality, and customer experience.

You'll develop strategies to improve end-user experience, supervise training programs, and ensure adherence to standards while supporting company growth and operational excellence.

Qualifications

• 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 background check and drug screening.
• Ability to lead, coach, and develop teams with strong mentoring, performance management, and constructive feedback skills.
• Ability to explain complex concepts clearly to both technical and non-technical audiences with outstanding communication skills.
• Ability to manage multiple priorities in a fast-paced environment with strong organizational, analytical, and problem-solving skills.
• Ability to work with high integrity, a strong work ethic, and the flexibility to work overtime as needed.

Responsibilities

• 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.

Skills

Leadership

Coaching

Project management

Communication

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Office

CRM software

Ticketing systems

Job description

IQ Fiber is seeking a Manager, Technical Operations to lead a team of installation and service technicians in the field, driving day-to-day operations and performance. You will mentor staff, manage field escalations, and partner with senior leadership to align on safety, quality, and customer experience.

You'll develop strategies to improve end-user experience, supervise training programs, and ensure adherence to standards while supporting company growth and operational excellence.