Service Operations Manager: Network Reliability

TriNet Group; Broomfield (CO); On-site; USD 85,000 - 125,000; Full time

Benefits offered by this job

Medical plans

401(k) Plan

Employee Assistance Program (EAP)

Paid Time Off (PTO)

Dental and vision insurance

Life and disability insurance

Vehicle or mileage reimbursement

Job summary

Intrepid Fiber seeks an Operations Service Manager to oversee daily service operations, network event management, vendor performance, and customer outage restoration. You will coordinate field operations with NOC and leadership to ensure reliability, compliance, and exceptional customer experience.

The role requires 5+ years in telecom or service management, strong leadership, and a proven track record of incident management, workforce management, and operational reporting.

Qualifications

• Bachelor's degree in Business, Telecommunications, Operations Management, or related field.
• 5+ years of experience in telecommunications, network operations, field operations, or service management.
• Proven experience managing vendors, field operations, and customer escalations.
• Strong understanding of network operations, maintenance practices, and service restoration processes.
• Excellent leadership, communication, and problem-solving skills.
• Experience with incident management, workforce management, and operational reporting.
• Ability to manage multiple priorities in a fast-paced, customer-focused environment.

Responsibilities

• Manage and coordinate network events, outages, and scheduled maintenance activities to minimize customer impact and ensure timely resolution.
• Monitor operational performance and service availability, ensuring adherence to SLAs.
• Oversee preventative maintenance programs to maintain network reliability and operational readiness.
• Oversee daily service call assignments and workload distribution for vendors and internal workforce to optimize technician productivity and response times.
• Prioritize service restoration efforts for hard-down customers, ensuring rapid response and resolution.
• Manage relationships with contractors and vendor partners to ensure performance and contractual compliance.
• Act as primary contact for escalations, communicating network events, maintenance, and interruptions to partners and leadership.
• Promote a culture of safety aligned with policies and regulatory requirements.
• Analyze operational metrics and trends to improve performance and processes.
• Lead initiatives focused on service quality and customer experience.

Skills

Leadership

Communication

Problem-solving

Customer focus

Time management

Education

Bachelor's degree in Business, Telecommunications, Operations Management, or related field

Job description

Intrepid Fiber seeks an Operations Service Manager to oversee daily service operations, network event management, vendor performance, and customer outage restoration. You will coordinate field operations with NOC and leadership to ensure reliability, compliance, and exceptional customer experience.

The role requires 5+ years in telecom or service management, strong leadership, and a proven track record of incident management, workforce management, and operational reporting.