Associate Manager-Network Management Operations

Overview

At TDS Telecom, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact?

 

Are you a people-focused leader who thrives in a fast-paced technical environment? Do you enjoy developing teams, improving processes, and ensuring critical services remain available when customers need them most?

 

As the Associate Manager, Network Management Operations, you'll lead a team responsible for monitoring and supporting TDS's voice, data, and video networks. You'll play a critical role in maintaining network reliability, driving operational excellence, and ensuring timely resolution of network events that impact both internal and external customers.

In this role, you'll provide leadership and direction to the Network Operations Center (NOC) team while partnering with technical and operational teams across the organization. You'll help shape the future of network operations by coaching employees, improving processes, leveraging operational data, and driving initiatives that strengthen network performance and customer experience.

Because our networks operate around the clock, you'll serve as a key escalation point and leader in critical situations, helping coordinate incident response and restoration efforts whenever network issues arise.

What You'll Do

Lead and Develop a High-Performing Team

• Provide day-to-day leadership, coaching, and support to Network Management Operations Technicians.
• Foster a collaborative, customer-focused culture centered on accountability and continuous improvement.
• Develop team members through coaching, mentoring, and career development opportunities.
• Help prepare technicians for advancement and growth within TDS.
• Ensure your team has the tools, training, and resources needed to succeed.
• You'll oversee a team responsible for:
  • Monitoring and supporting TDS voice, data, and video networks across the country.
  • Providing 24/7/365 network surveillance and Level 1 event management.
  • Identifying, troubleshooting, and coordinating resolution of network outages and service-impacting events.
  • Supporting both TDS network infrastructure and external customer networks.
  • Providing after-hours technical support for Commercial and IPTV customers.
  • Serving as a central point of communication and coordination during network incidents.
• You'll also act as a key escalation resource for field operations, customer repair teams, and technical support organizations to ensure issues are resolved efficiently and effectively.

Lead Incident Response and Network Restoration

• Coordinate outage response and service restoration efforts.
• Serve as a primary escalation point for operational issues.
• Communicate network status, maintenance activities, and service impacts to stakeholders across the business.
• Partner with technical teams to drive timely resolution of incidents.
• Help develop and execute emergency response and restoration plans.

Improve Processes and Operational Performance

• Analyzing ticket and incident data to identify trends, recurring issues, and root causes.
• Developing strategies that improve network reliability and operational efficiency.
• Partnering with cross-functional teams to implement network improvements and reduce service disruptions.
• Continuously evaluating and refining operational processes and workflows.
• Identifying opportunities for automation and process enhancements.

Use Data to Drive Decisions

• Create and analyze operational metrics that measure team performance and service effectiveness.
• Identify opportunities to improve efficiency, quality, and customer experience.
• Develop business cases and requirements for system enhancements.
• Support automation initiatives, reporting improvements, and ticketing system enhancements.
• Leverage operational insights to recommend strategic improvements.

What You'll Bring

You'll be successful in this role if you enjoy:

• Leading technical teams in a fast-paced operational environment.
• Solving complex problems and coordinating responses during critical situations.
• Developing employees and helping them achieve their full potential.
• Using data and analytics to improve performance and decision-making.
• Building strong partnerships across teams and departments.
• Driving continuous improvement and operational excellence.