Internet Service Provider (ISP) Manager

Native Network is seeking a dedicated and experienced ISP Manager to participate in and oversee the daily operations of our ISP team. In this role, you will ensure that our service standards are consistently met, technical support is provided efficiently, and customer issues are resolved in a timely manner. The ISP Manager will supervise and provide leadership to installation and support personnel and collaborate with management to continuously improve service delivery and operational processes.

KEY RESPONSIBILITIES:

Team Supervision and Leadership

Lead, manage, and motivate a team of ISP technicians and support staff

Ensure team members are properly trained and adhere to operational procedures and safety protocols

Create and maintain effective schedules to balance workloads and ensure timely service delivery

Provide coaching, feedback, and performance evaluations to improve team skills and customer satisfaction

Customer Service and Support

Oversee the resolution of customer complaints, technical issues, and service disruptions

Lead efforts to continuously improve billing processes and systems, optimizing automation, accuracy, and efficiency

Ensure all service requests are addressed professionally and efficiently, with a focus on customer satisfaction

Develop strategies to minimize service downtime and improve overall customer experience

Monitor customer feedback and service metrics to identify trends and areas for improvement

Operational Oversight

Monitor day-to-day operations to ensure compliance with company policies and quality standards

Implement best practices and monitor inventory tracking, service installation, provisioning, billing, troubleshooting and problem resolution

Track and report on key performance indicators (KPIs) such as service uptime, team productivity and customer satisfaction

Escalation Management

Handle escalated customer billing inquiries and technical issues that require advanced troubleshooting or managerial intervention

Work cross-functionally with technical teams, vendors and management to resolve service outages and technical failures quickly and effectively

Reporting and Documentation

Maintain accurate records of all team activities, customer interactions and service issues

Generate reports on team performance, service quality and customer feedback to present to senior management

Ensure all service processes, policies and customer issues are documented for future reference

Process Improvement

Identify areas for improvement in service delivery and operational processes within the ISP department

Collaborate with management and cross-functional teams to implement new technologies, tools and processes that enhance service efficiency and quality

Compliance and Safety

Ensure all team members adhere to safety guidelines, including safe installation practices and proper equipment handling

Ensure all safety guideline, including safe installation practices and proper equipment handling

Stay current with industry regulations and compliance standards, ensuring that all team activities align with legal and company requirements

Requirements

Must have 2 years minimum in the telecommunications field, with at least 1-2 years in a supervision or leadership role

Proven experience in customer service management or technical support

Familiarity with ISP technologies, services and troubleshooting techniques

Valid Driver's License

Associate's degree with a specialization in Technical, Business Administration or a related field preferred

Relevant certifications in telecommunications or networking are a plus

SKILLS

Strong leadership and team management abilities

Excellent communication and interpersonal skills

Advanced problem-solving and critical thinking capabilities

Ability to manage multiple tasks in a high-pressure, fast-paced environment

Proficiency with OSS/BSS software, ticketing systems and basic networking tools

Knowledge of industry-specific regulations and compliance standards

PHYSICAL REQUIREMENTS

Ability to work on a computer or on-site for extended periods

Occasional lifting of equipment or materials up to 35 lbs.

Flexibility to work evenings, weekends, or on-call shifts as needed

Benefits

Includes medical stipend, dental insurance, short- and long-term disability and life insurance, 401k, PTO and other company-specific benefits

Qualification

Associate Degree