Job Description

The Broadband Supervisor is responsible for leading, coaching, and developing a team of Technicians to achieve performance, quality, and customer service goals aligned with our client’s standards. In this role, you will oversee a team of 15–18 (or more as business expands) Fiber Technicians performing installation, rearrangements, removal, and repair of fiber, copper, COAX, and station inside wiring for our client’s Broadband services.

This role also includes managing customer-premise installation, repair, and network equipment testing; addressing customer escalations; and partnering with cross‑functional teams to ensure timely issue resolution. You may also lead service‑improvement initiatives as assigned.

Essential Functions

• Provide consistent coaching and leadership to technicians, clearly communicating performance expectations.
• Mentor team members on evolving technical practices, competitive trends, and customer engagement skills.
• Conduct fair, objective, and timely performance evaluations.
• Assess technician performance through quality checks, safety observations, and field ride‑alongs.
• Schedule workforce resources according to workload and analyze historical trends to adjust staffing needs.
• Monitor daily fiber operations and report crew activities and productivity to management.
• Develop and enforce attendance policies.
• Compile and approve weekly documentation, including timesheets via Virtual ITC (VITC) and client‑required reporting.
• Provide project support, troubleshooting, and workflow consultation on fiber initiatives.
• Deliver training as needed and verify technician understanding of installation and splicing procedures.
• Enforce OSHA safety regulations and ensure technicians follow all safety practices.
• Follow Workers’ Comp and damage‑reporting processes as established by ITC management.
• Work flexible hours, including extended days, weekends, and holidays as required.
• Serve in a 24/7 duty‑supervisor rotation.
• Work at various locations throughout the city.
• Pass a pre‑employment background check and drug/alcohol screening.
• Maintain a valid driver’s license.

Key Competencies

• Strong critical‑thinking and problem‑solving skills
• Excellent planning and organizational capabilities
• Ability to make timely and effective decisions
• Effective conflict‑management skills
• Strong interpersonal and written communication abilities
• High adaptability, initiative, and analytical thinking
• Ability to delegate tasks and manage conflict professionally

Physical Demands

• Frequent standing, walking, sitting, climbing, balancing, stooping, kneeling, crouching, crawling, and reaching.
• Regular use of hands for operating tools, equipment, and materials.
• Ability to smell, hear, and speak clearly for extended periods.
• Visual requirements include close, distant, color, peripheral vision, depth perception, and focus adjustment.
• Must regularly lift, push, pull, or carry up to 50 lbs., and occasionally up to 100 lbs.

Work Environment

• Frequent exposure to inclement weather conditions.
• Regular work near moving mechanical parts, vibration, and wet/humid environments.
• Occasional work at heights, and exposure to fumes, dust, chemicals, and electrical hazards.

Education & Experience

• AA degree in telecommunications, construction management, related field, or equivalent experience.
• Minimum of five years of field experience.
• At least six months of recent, hands‑on Fiber Technology experience.
• Knowledge of supervisory principles, techniques, and tools.
• Strong understanding of Fiber and Broadband (DSL/Video) installation, fiber splicing, cable locating, map/print reading, and applicable electrical codes.
• Solid understanding of residential or commercial construction and communications‑system installation.

Due to the nature of ITC’s business, its clients and other needs, the employment relationship is, and is intended to be, “At Will.” This job description does not constitute an employment agreement between ITC and employee. By no means is this job description inclusive of all duties; in that employee will be required to perform all duties as directed by his or her supervisor. This job description is subject to change by ITC as the needs of ITC and requirements of the job change.