WHAT YOU WILL DO:The Service Operations Lead is responsible for the day-to-day coordination and operational delivery of reactive fiber optic support services across mission-critical environments. The role ensures break-fix repairs, emergency callouts, preventative maintenance and customer service requests are delivered safely, efficiently and in accordance with Service Level Agreements (SLAs). Working closely with customers, field engineers and internal stakeholders, the Service Operations Lead manages operational priorities, coordinates on-call resources, monitors service performance and drives continuous improvement across the service function.
Key ResponsibilitiesService Operations
- Coordinate the day-to-day delivery of reactive fiber optic support services.
- Manage incident response, break-fix repairs and emergency call-outs to ensure SLA compliance.
- Prioritize and allocate work based on customer requirements, engineer capability and operational priorities.
- Monitor live service activity and ensure timely resolution of customer incidents.
- Support operational planning to maintain service continuity and maximize resource utilization.
On-Call Coordination
- Manage the on-call rotation and engineer availability.
- Coordinate out-of-hours responses and escalation activities.
- Ensure engineers have the tools, equipment and materials required to respond effectively.
- Monitor workload, productivity and response performance across the service team.
Customer Service & Performance
- Act as the operational point of contact for service customers.
- Provide regular updates on incident progress and service performance.
- Manage operational escalations and ensure issues are resolved professionally and promptly.
- Produce service reports and monitor KPIs, identifying trends and opportunities for improvement.
Team Leadership
- Provide day-to-day leadership and support to Service Coordinators and Field Engineers.
- Promote a culture of accountability, teamwork and customer service.
- Support training, mentoring and performance development across the service team.
Compliance & Continuous Improvement
- Ensure all service activities comply with company procedures, customer requirements and health and safety standards.
- Support quality assurance activities and operational audits.
- Identify opportunities to improve service delivery, efficiency and customer satisfaction.
Required Skills & Experience- Experience coordinating field service or service operations within a telecommunications, fiber optic or data center environment.
- Proven experience managing reactive maintenance or break-fix activities.
- Strong understanding of fiber optic infrastructure, testing and fault resolution.
- Experience coordinating on-call engineers and working within SLA-driven environments.
- Excellent planning, organizational and communication skills.
- Strong customer service and stakeholder management experience.
- Proficiency with service management or ticketing systems.
Desirable Qualifications- ITIL Foundation Certification.
- FOA Certified Fiber Optic Technician (CFOT) or equivalent.
- BICSI Technician or Installer Certification.
- IOSH Managing Safely or equivalent.
- Project Management qualification (desirable).
EOS BENEFITS:At EOS IT Solutions, we are committed to supporting the well-being and success of our team. Our comprehensive benefits package includes:
- Health, Vision, and Dental Insurance starting the 1st of the month after your start date.
- 10 Days of Paid Time Off (PTO) annually
- 12 Paid Holidays
- 6 Sick Days (available after 90 days of employment)
- 401(k) Retirement Plan with a $2,500 company match (available after 90 days of employment)
The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws.
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