Manager, Field Operations

FirstLight Fiber • Romulus, NY • 4h ago

FirstLight is a leading telecommunications company committed to innovation, operational excellence, and delivering reliable, high-performance connectivity solutions. We foster a collaborative, inclusive workplace that empowers teams to exceed customer expectations.

The Manager, Field Operations provides leadership, direction, and oversight for Field Operations teams responsible for the deployment, maintenance, and repair of FirstLight's backbone network infrastructure and enterprise services. This role is accountable for the successful delivery, performance, and reliability of critical network components, including fiber backbone systems, cell tower backhaul for mobile carriers, and end-to-end enterprise service installations across diverse customer environments.

The Manager, Field Operations partners closely with Provisioning, Core Network Engineering, IP Engineering, and other internal stakeholders to support service delivery initiatives, network augments, and new network buildouts. This role ensures teams follow established standards and best practices for central office installations, power and grounding, fiber optic splicing, and optical transport systems.

The role provides technical leadership and escalation support, ensuring teams are proficient in the use of advanced testing and diagnostic equipment, including OTDRs, fiber characterization and inspection tools, RFC circuit testing, Ethernet, TDM, and network power systems. The Manager ensures work quality, safety compliance, and effective resolution of complex service and network issues while maintaining high levels of customer satisfaction.

The Manager ensures facility audits, access procedures, floor plans, rack diagrams, and documentation are accurate, current, and audit-ready.

This role manages staff scheduling, workload prioritization, performance management, coaching, and development of Field Operations personnel. The Manager also participates in a 24/7 on-call rotation and serves as Essential Personnel during emergency and disaster recovery events, providing leadership, coordination, and clear communication during critical incidents.

Essential Skills and Competencies

Proven leadership and management experience overseeing field-based technical teams

Strong understanding of structured cabling systems, fiber and copper standards, and industry best practices

Advanced knowledge of telecommunications testing, diagnostics, and troubleshooting methodologies

Experience supporting network node commissioning and large-scale service deployments

Solid understanding of AC/DC power systems and facility infrastructure operations

Working knowledge of IP networking concepts and troubleshooting

Working knowledge of DWDM, CWDM and Sonet concepts and troubleshooting

Ability to review and validate MOPs, site surveys, circuit documentation, and network diagrams

Strong organizational, time-management, communication, and customer service skills

Proficiency with Microsoft Word, Excel, Outlook, and SharePoint for reporting and documentation

Strong geographic and operational awareness of assigned territory

Commitment to continuous improvement, safety, and professional development

Education & Experience

High School Diploma or GED required; additional technical or leadership education preferred

Typically 5+ years of progressive experience in telecommunications field operations, with prior supervisory or leadership responsibility, or an equivalent combination of education and experience

Certificates, Licenses, and Requirements

Valid driver's license with a strong driving record

Familiarity with OSHA standards and safety compliance

Ability to obtain and maintain carrier access credentials

Ability to pass required drug screening and background checks

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