Senior Network Operations Lead – 24/7 Tech Support

Wide Open West; Columbus (OH); On-site; USD 120,000 - 180,000; Full time

Job summary

Wide Open West is seeking a Lead Commercial Technical Operations professional to act as the senior technical resource for a 24/7 operations team supporting WOW! Business customers across SMB, Enterprise, Strategic Enterprise, Wholesale, and Data Center environments.

In 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.

Qualifications

• High School Diploma or equivalent required.
• Associate's degree or higher in Information Technology, Computer Science, Telecommunications, or related technical field preferred.
• Four years of telecommunications or related technical support experience in Network Operations Centers, Systems Administration, or IT Operations.

Responsibilities

• Serve as the senior technical resource and operational leader during your shift.
• Provide real-time queue oversight and workload balancing.
• Act as the first internal escalation point for Tier 2 before Supervisor engagement.
• Lead P1/P2 incident coordination with cross-functional teams.
• Coach and mentor Tier 2 engineers and drive knowledge sharing.
• Support Data Center operations and maintain documentation and procedures.

Skills

Technical leadership

Mentoring

Coaching & development

Shift operations

Networking fundamentals

Troubleshooting

CLI proficiency

Education

Associate's degree or higher in Information Technology / Computer Science / Telecommunications

High School Diploma or equivalent

Tools

Microsoft Office

Billing platforms

Email systems

Job description

Wide Open West is seeking a Lead Commercial Technical Operations professional to act as the senior technical resource for a 24/7 operations team supporting WOW! Business customers across SMB, Enterprise, Strategic Enterprise, Wholesale, and Data Center environments.

In 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.