Support Operations Manager

Haywire is looking for a detail-oriented and customer-focused Service Operations Manager to lead and manage the support of Internet and managed Wi-Fi services for our residential and commercial customers. This role is responsible for managing internal support teams to ensure customers are serviced in a timely manner and that we exceed customer expectations. The ideal candidate will have experience working with ISPs or MSPs, and a passion for high-quality customer experiences.

• Manage front line and L2 customer support teams
• Coordinate with our field operations team when onsite work is required
• Provide feedback to our engineering team on process improvement and equipment needs
• Coordinate with our provisioning team for service turn-ups
• Develop and maintain project plans, scheduling installs, and site visits
• Track support metrics
• Act as an escalation point for complex issues
• Lead efforts to coordinate teams and update customers during outages

• 5+ years of experience in service delivery, project coordination, or operations within an ISP, telecom, or MSP environment.
• Strong understanding of network installations and structured cabling
• Proven track record of managing customer facing teams
• Excellent communication and organizational skills, with a customer-first mindset.
• Proficiency in tools such as CRM systems, ticketing platforms, and project management software
• Valid driver’s license and ability for occasional travel

• Haywire provides retirement, PTO, and insurance packages
• After the successful completion of initial training, this role may work a combination of on-site and remote days.

1401 N Meridian Street Indianapolis, IN 46202