Service Delivery Supervisor

Position Overview:

Lyte Fiber, LLC is seeking a dedicated and experienced Service Delivery Supervisor to oversee daily field operations and ensure seamless customer service delivery. As a key player in Lyte’s growing team, the Service Delivery Supervisor is responsible for managing the installation, troubleshooting, and repair processes for fiber optic services. This role ensures the timely and efficient execution of service orders while maintaining the highest standards of service quality and customer satisfaction.

The Service Delivery Supervisor will play a critical role in supporting Lyte’s ambitious plans to scale and expand its residential, commercial, and wholesale fiber broadband services. Working in close collaboration with the Service Delivery Manager, this position involves building a high-performing team of technicians, optimizing processes to reduce installation times, and ensuring a first time-right installation success rate.

This position is ideal for a hands-on leader who thrives in a fast-paced environment and is committed to delivering best-in-class customer experience.

Duties and Responsibilities:

• Hire, supervise, mentor, and develop a team of Service Delivery Technicians, providing guidance, training, and performance evaluations.
• Act as the first point of escalation for technical and customer service issues, ensuring timely and effective resolution.
• Foster a highperformance culture by promoting accountability, collaboration, and professional development.
• Oversee and coordinate the installation, maintenance, and repair of fiber optic services for residential, commercial, and business customers.
• Ensure installations and repairs meet company standards, quality benchmarks, and safety requirements.
• Conduct regular audits and assessments of fieldwork to maintain consistency and highquality service delivery.
• Collaborate with thirdparty vendors for burial services and other contracted work, ensuring timely and costeffective execution.
• Ensure technicians deliver a seamless and positive customer experience by providing courteous and professional service during all interactions.
• Act promptly to address and resolve escalated customer complaints or service issues, aiming to exceed customer expectations.
• Implement feedback processes to capture customer insights and drive improvements in service delivery and implement corrective measures as needed to deliver customer experience goals.
• Assist in developing and refining workflows, standard operating procedures (SOPs), and service delivery processes to optimize efficiency.
• Monitor team performance against key performance indicators (KPIs) such as firsttime installation success rate, service delivery timelines, and customer satisfaction.
• Identify bottlenecks and inefficiencies, recommend and implement solutions to improve operational performance.
• Train field technicians in technical skills, safety protocols, and customer service best practices.
• Ensure team members are equipped with the tools, resources, and knowledge needed to perform their duties effectively.
• Lead regular team meetings to communicate goals, updates, and areas for improvement.
• Manage tools, equipment, and vehicle allocations for field staff, ensuring proper maintenance and readiness.
• Maintain and oversee inventory levels to prevent delays caused by shortages or unavailability of essential materials.
• Enforce strict adherence to safety protocols, industry regulations, and company policies during all field operations.
• Conduct safety training and ensure compliance with OSHA standards and other regulatory requirements.
• Work closely with the Service Delivery Manager and other departments, such as OSP field operations, to align goals and streamline processes.
• Support network expansion plans by coordinating field activities and ensuring readiness for new service areas.
• Contribute to crossfunctional projects aimed at improving the overall customer experience and operational efficiency.
• Implement quality assurance measures to ensure consistent service delivery and adherence to company standards.
• Stay updated on industry trends and best practices to maintain a competitive edge in service delivery.
• Prepare and maintain accurate records of installations, repairs, and team performance metrics.
• Generate reports for management on team activities, operational performance, and customer satisfaction trends.
• Assist in budgeting and resource allocation to ensure costeffective operations.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

Minimum Qualifications:

• High school diploma or GED equivalent.
• Minimum of 3 years of experience in telecommunications or related field, with at least 1 year in a supervisory role.
• Strong technical knowledge of fiber optic technologies, including FTTX installations and networking.
• Excellent problemsolving and communication skills.
• Ability to manage multiple priorities and work under pressure in a fastpaced environment.
• Valid driver’s license and clean driving record.
• Leadership and management skills to develop, coach, and direct the performance of a team to achieve goals and objectives.
• Strong sense of ownership, problem solver, sense of urgency and ability to be proactive in developing solutions that result in a pleasant customer experience.
• Proven leadership and teamwork skills fostering an inclusive, supportive environment by motivating and developing staff at all levels.

Preferred:

• Industry certifications (e.g., FOA, SCTE, BICSI).
• Experience in a startup or rapidly growing business environment.
• Bilingual communication skills.
• 2 years of leadership experience in the fiber optic or telecommunication field

Physical Demands and Work Environment:

• Prolonged periods of sitting at a desk and working on a computer
• Ability to carry and use tools and equipment
• Requisite ability to drive motor vehicle
• Adequate ability to distinguish different colors of wire
• Ability to frequently bend, stoop and crawl
• Ability to lift and carry 28ft extension ladder
• Occasionally sit and climb ladders/stairs; performs fine motor and pinching movements, & pivots with feet and bends, twists and laterally flexes back & reaches at overhead shoulder, knee, and floor levels, stoops, squats, crouches, kneels and crawls and press foot pedals.
• Frequently stands and walks & pushes/pulls with arms and grasps with hands & reaches at waist
• Ability to climb ladders and/or utility poles and work in high places
• Ability to work in small spaces (such as crawl space and attics) to tolerate typical residential and commercial controlled work environments as well as uncontrolled weatherrelated heat and cold for extended periods of time
• Ability to work outdoors and in extreme weather conditions and varying topographic, wet and dry locations
• Will require travel as needed to meet with regional staff, customers and market visits
• May require working outside regular business hours to address urgent service delivery issues.

About Lyte Fiber:

Established in 2023 and headquartered in Houston, TX, Lyte Fiber, LLC (“Lyte”) is dedicated to bringing the fastest, most reliable home and business fiber optic internet to Texas and beyond. Formed in partnership with SDC Capital Partners, a leading digital infrastructure investment firm, Lyte was started by internet industry veterans who are passionate about providing a best-in-class customer experience, building a company where great employees want to work and connecting Texas communities. As part of our commitment to each community we serve, Lyte pledges a 1% giveback to local charities and causes annually.

Lyte Fiber, LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and sexual orientation), gender identity, national origin or ancestry, citizenship, ethnicity, genetic information, age, or protected veteran status and will not be discriminated against on the basis of physical or mental disability or any other characteristic protected by federal or Texas law.

Applicants who believe they need an accommodation on account of a disability or sincerely held religious belief to perform the essential functions of the job they are applying for, should submit those requests to HR. Requests will be evaluated on a case-by-case basis and cannot be guaranteed.

About Lyte Fiber LLC

Established in 2023 and headquartered in Houston, TX, Lyte Fiber, LLC (“Lyte”) is dedicated to bringing the fastest, most reliable home and business fiber optic internet to Texans. Formed in partnership with SDC Capital Partners, a leading digital infrastructure investment firm, Lyte was started by internet industry veterans who are passionate about providing a best-in-class customer experience, building a company where great employees want to work and connecting Texas communities. As part of our commitment to each community we serve, Lyte pledges a 1 percent giveback to local charities and causes annually.