Supervisor, Network Service Center

ABOUT THE COMPANY:

Bluebird Fiber is a premier fiber telecommunications provider of internet, data transport, and other services to carriers, businesses, schools, hospitals, and other enterprises in the Midwest. To learn more, please visit bluebirdfiber.com.

Join an amazing team of telecommunication professionals! Bluebird is a dynamic growing company in need of a Supervisor, Network Service Center to be a part of a collaborative team. This is a full-time, benefit eligible position in our Kansas City Office. All of us at Bluebird work hard to meet objectives for the organization and live the mission and values of this growing company to meet a common goal. Check out this video that highlights our amazing company culture.

POSITION PURPOSE:

The Supervisor, Network Service Center (NSC) provides frontline leadership and operational oversight for the Network Service Center Specialists supporting Bluebird Fiber customers and network operations in a 24x7x365 environment.

This position is responsible for ensuring effective customer support, Tier I network monitoring and troubleshooting, incident and ticket management, outage communications, and timely escalation of customer and network-impacting issues.

The Supervisor serves as the operational leader on shift, ensuring the team maintains a strong sense of urgency, follows established processes, communicates effectively, and delivers an exceptional customer experience during both normal operations and high-impact network events.

This is a shift-based leadership position and requires flexibility to work days, evenings, overnight shifts, weekends, holidays, and other schedules based on business and operational needs.

EDUCATION AND EXPERIENCE:

• 3-5+ years of experience in telecommunications, network operations, service assurance, technical support, customer operations, or a related environment.
• Previous supervisory, team lead, or demonstrated operational leadership experience strongly preferred.
• Experience working in a 24x7 NOC, service center, service assurance, technical support, or customer operations environment preferred.
• Working knowledge of network monitoring, incident management, ticketing systems, troubleshooting, and escalation processes.
• Strong customer-service orientation with the ability to effectively manage difficult or high-pressure customer situations.
• Demonstrated ability to remain calm, make decisions, and provide leadership during outages, escalations, and high-impact operational events.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and make timely decisions with limited supervision.
• Strong coaching, problem-solving, organizational, and interpersonal skills.
• Ability to quickly learn and work across multiple systems, tools, technologies, and processes.

SCHEDULE REQUIREMENTS:

The Network Service Center operates 24 hours a day, 7 days a week, 365 days a year.

This position requires the ability and willingness to work an assigned shift, which may include days, evenings, overnight hours, weekends, and holidays.

Schedule flexibility is required based on operational needs, staffing requirements, major outages, escalations, and other business needs. The Supervisor may occasionally be required to remain beyond the scheduled shift or provide additional coverage during significant network events or emergencies.

LEADERSHIP EXPECTATIONS:

The Supervisor, Network Service Center is expected to lead by example and consistently demonstrate Bluebird Fiber's core values:

Own It - Take accountability for the operation, the team, and the customer experience.

Wow the Customer - Ensure our customers remain at the center of operational decisions and interactions.

Care Deeply - Support our customers, employees, and teammates with urgency, respect, and commitment.

Adapt Creatively - Remain flexible, solutions-focused, and open to change as our organization, network, tools, and processes continue to evolve.

PRIMARY RESPONSIBLILITES:

Operational & Shift Leadership

• Provide direct supervision and real-time operational leadership for Network Service Center Specialists in a 24x7x365 environment.
• Serve as the primary operational escalation point during the assigned shift for customer-impacting events, network incidents, and complex service issues.
• Monitor call queues, ticket volumes, network events, workload, and staffing levels and adjust priorities and resources as necessary.
• Ensure appropriate ownership, prioritization, escalation, and follow-through of customer and network issues.
• Provide leadership and coordination during significant network events until appropriate technical and/or leadership resources are engaged.
• Ensure established severity classifications, escalation procedures, and incident management processes are consistently followed.
• Facilitate effective shift turnover, ensuring critical incidents, outages, escalations, and pending activities are clearly communicated between shifts.
• Coordinate with other operational teams to ensure issues are driven toward resolution and do not stall between organizations or shifts.

Customer Experience & Incident Management

• Provide direct supervision and real-time operational leadership for Network Service Center Specialists in a 24x7x365 environment.
• Serve as the primary operational escalation point during the assigned shift for customer-impacting events, network incidents, and complex service issues.
• Monitor call queues, ticket volumes, network events, workload, and staffing levels and adjust priorities and resources as necessary.
• Ensure appropriate ownership, prioritization, escalation, and follow-through of customer and network issues.
• Provide leadership and coordination during significant network events until appropriate technical and/or leadership resources are engaged.
• Ensure established severity classifications, escalation procedures, and incident management processes are consistently followed.
• Facilitate effective shift turnover, ensuring critical incidents, outages, escalations, and pending activities are clearly communicated between shifts.
• Coordinate with other operational teams to ensure issues are driven toward resolution and do not stall between organizations or shifts.

Network Operations:

• Provide leadership and guidance for Tier I network monitoring, triage, troubleshooting, ticket creation, and escalation.
• Ensure Network Service Center Specialists effectively utilize applicable network monitoring, ticketing, customer, and operational systems.
• Work closely with Tier II and Tier III Network Operations, Engineering, Field Operations, Change Management, and other teams to facilitate incident resolution.
• Identify recurring network or operational issues and escalate trends for further investigation and corrective action.
• Maintain sufficient knowledge of network systems, tools, processes, and services to effectively coach employees and make sound operational decisions.
• Support implementation and adoption of new tools, systems, processes, and procedures within the NSC.

People Leadership & Development

• Lead, coach, develop, and hold team members accountable for performance and behavioral expectations.
• Provide regular feedback, coaching, recognition, and performance management.
• Support cross-training and continued development across both customer service and Tier I network operations responsibilities.
• Identify individual and team knowledge gaps and coordinate training and development as needed.
• Promote knowledge sharing and collaboration across shifts.
• Foster an environment of teamwork, accountability, adaptability, and continuous improvement.
• Support employee career development and readiness for advancement within the Network Service Center and Network Operations organization.
• Reinforce Bluebird Fiber's values and leadership expectations through daily actions and decisions

Performance, Quality & Continuous Improvement

• Monitor established operational and customer experience KPIs, including call performance, ticket quality, response times, escalations, and other applicable measures.
• Conduct and/or support ticket and call quality reviews and provide coaching based on results.
• Ensure adherence to established processes, procedures, documentation, and knowledge management standards.
• Identify opportunities to improve workflows, tools, processes, and the overall customer experience.
• Partner with Network Operations leadership to identify performance trends and implement corrective actions where necessary.
• Support initiatives designed to improve operational efficiency, consistency, quality, and scalability.

Bluebird is an equal opportunity employer.