Lead, Commercial Technical Operations
Lead the Shift. Solve Complex Issues. Strengthen the Team.
Are you an experienced telecommunications or IT professional who enjoys solving complex technical problems and helping others grow? As a Lead, Commercial Technical Operations at WOW!, you’ll serve as the senior technical resource for your shift while supporting WOW! Business customers across our SMB, Enterprise, Strategic Enterprise, Wholesale, and Data Center segments.
In this highly visible role, you’ll coordinate real-time operations, guide Tier 2 team members, manage technical escalations, and partner with Engineering during critical incidents. You’ll also play an important role in strengthening team capabilities through hands-on coaching, training, and knowledge sharing.
This position operates within a 24/7 environment and requires the ability to work scheduled shifts and participate in an on-call rotation as designated by management.
What WOW! Offers
- Pay: $28.00-$32.00/hour
- Medical, dental, vision, and life insurance
- HSA and FSA available
- 401(k) with company match
- Paid time off & company holidays
- Tuition reimbursement for continued development
- Employee broadband discounts (where they apply)
What You’ll Do
Lead Shift Operations
- Serve as the shift and floor lead, providing real-time queue oversight and recommending adjustments to workload and coverage.
- Act as the first internal escalation point for Tier 2 agents before Supervisor involvement.
- Help formalize and support the Tier 2-to-Tier 3-to-Engineering escalation process.
- Lead shift huddles and help prepare the team for new products, features, systems, and process changes.
- Reinforce established standards for schedule adherence, ticket quality, and documentation.
- Provide the Supervisor with feedback regarding employee performance, coaching opportunities, skill gaps, and readiness for advancement.
Coach and Develop the Team
- Provide side-by-side coaching, ticket reviews, call evaluations, and targeted skill development.
- Model effective troubleshooting practices while actively transferring knowledge to other team members.
- Deliver technical training designed to strengthen team performance and readiness.
- Manage team-facing resources, including runbooks, knowledge base articles, technical tips, and post-incident learnings.
- Serve as a trusted technical resource and lead through influence without formal supervisory authority.
Manage Complex Technical Issues
- Serve as a subject matter expert across the WOW! Business portfolio, including voice, video, and data products.
- Handle the team’s most complex trouble tickets and customer-impacting issues.
- Provide advanced, OSI-aligned diagnosis, troubleshooting, consultation, and resolution coordination.
- Use command-line interfaces across networking elements to investigate service-impacting events.
- Coordinate with customers, network administrators, vendors, technicians, service providers, Engineering teams, and other WOW! personnel to restore service.
Support Critical Events and Data Center Operations
- Represent the team during P1 and P2 incidents through bridge participation, technical coordination, and incident communications.
- Monitor critical Data Center systems, including security, power, and HVAC.
- Provide hands-and-feet Data Center support when needed.
- Ensure customer equipment and packages received or shipped through the Data Centers are properly documented and secured.
- Follow established Ticket Management and Data Center policies and procedures.
- Document technical issues, troubleshooting steps, and resolutions in company ticketing and billing systems.
- Assist with the testing, certification, implementation, and ongoing support of new WOW! Business products.
- Perform other duties as assigned.
What You’ll Bring
Required Education and Experience
- Associate degree or higher in IT, Computer Science, Telecommunications, or a related field.
- At least four years of telecommunications or related technical support experience within an Operations Center, Systems Administration, IT, or similar environment.
- Demonstrated experience mentoring, coaching, or serving as an informal team lead.
- One or more industry-recognized certifications at the time of hire or within 12 months of entering the role, including:
- CompTIA Network+
- CCENT or CCNA
- SIP School certification
- Equivalent training or certification in IPv4/IPv6, VoIP, or SIP
Technical Knowledge and Skills
- Understanding of internet protocols and networking fundamentals, including routers, switches, and IP subnetting.
- Foundational troubleshooting capabilities across WAN, LAN, VLAN, and VPN environments.
- Familiarity with RF signals and HFC networks is preferred.
- Knowledge of local, long-distance, and toll-free telephony, including LNP porting, LIBD, PAC, VoIP, telephony features, and customer premises equipment.
- Ability to use command-line interfaces to investigate network and service-impacting events.
- Strong analytical, troubleshooting, organizational, and decision-making skills.
- Excellent communication and active-listening abilities.
- Ability to guide customers and team members through complex technical troubleshooting.
- Ability to prioritize competing responsibilities and remain effective in a fast-paced environment.
- Comfortable leading through influence without direct reporting authority.
- Proficiency with word-processing, spreadsheet, internet, and email applications.
- Ability to learn billing platforms and online technical support tools.
- Ability to work scheduled shifts within a 24/7 operation and participate in an on-call rotation as needed.
Physical Demands and Working Conditions
The physical requirements described below are representative of those needed to perform the essential functions of this position. Reasonable accommodations may be provided to enable individuals with disabilities to perform these functions.
- Regularly communicate verbally and listen effectively.
- Use hands to type and handle equipment, objects, and paperwork.
- Use close vision and maintain visual focus.
- Occasionally carry and climb a ladder.
- Sit, stand, walk, and bend at the knees and waist.
WOW! is an Equal Opportunity Employer, including individuals of all races, colors, religions, sexes, sexual orientations, gender identities and expressions, national origins, individuals with disabilities, and protected veterans.
Pay: $28.00 - $32.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- On-the-job training
- Opportunities for advancement
- Paid time off
- Referral program
- Tuition reimbursement
- Vision insurance
Work Location: In person
