For more than three decades, Crown Castle has led the way in shared communications infrastructure, delivering profitable solutions by connecting communities, businesses, and people, and enabling each to thrive with reliable access to voice and data in more places, faster than ever before. When you join Crown Castle, you become part of a dynamic team of passionate and collaborative professionals engaging in complex challenges and contributing to projects that shape the future of life and work.

ABOUT THE ROLE

Lead 3rd shift technicians within the Network Operations Center (NOC) ensuring network reliability, availability and compliance with Customer Service Level Agreements (SLA's). Ensure that operational management policies, standards and procedures are properly implemented and maintained, including performance reporting, budget management, cost reduction, staffing, customer relationships and safety standards.

WHAT YOU WILL DO

• Lead and support your team to ensure customer incidents and outages are resolved quickly, accurately, and with a strong focus on service restoration.

• Oversee and coordinate major outages, ensuring timely escalation, clear communication, and effective execution of recovery actions.

• Prepare your team for growth by ensuring they have the skills, training, and readiness to support new technologies, platforms, and services as they are deployed.

• Build and maintain strong cross-functional relationships with engineering, field operations, vendors, and other support teams to drive fast and efficient incident resolution.

• Monitor team performance and operational health, ensuring all KPIs, SLAs, and quality metrics are consistently achieved or exceeded.

• Promote a culture of accountability and continuous improvement, identifying opportunities to enhance processes, tools, and workflows.

WHAT YOU WILL NEED TO SUCCEED

Education Qualifications

• H.S. Diploma or General Education Degree (GED) Required
• Associate’s Degree (AA) Preferred

Experience Qualifications

• 5+ years of experience in network operations or telecommunications support
• Experience supervising or leading teams of technicians in a fastpaced, 24/7 operational environment preferred
• Demonstrated ability to prioritize and manage multiple concurrent activities, including incidents, escalations, and workload distribution
• Exceptional customer service and communication skills, with the ability to translate complex technical issues into clear, actionable information
• Strong technical background in telecom networks, including monitoring, diagnosing, and troubleshooting network events and service-impacting conditions

Where You Will Work

Hybrid2: This role falls into our hybrid work model, which is 1-day work from home (typically Friday but may vary depending on the position) and 4-days in the office to optimize collaboration, relationship building and key stakeholder engagement, and may require some travel as needed.

YOUR COMPANY BENEFITS
At Crown Castle, we do our best to ensure you have access to the resources you need to live a healthy and happy life no matter where you are in life. Our benefits are built around your individual needs, covering physical, mental, and financial health and designed to enhance your quality of life.

We are proud to offer a full suite of health and wealth benefits for you and your loved ones. Below are a few of the key highlights of the many benefits we provide.

• Comprehensive healthcare plans with highly company subsidized premiums and up to $2,000 annual company contribution to your Health Savings Account (HSA base plan for employee and dependents).
• Market-leading 401(k) plan, which includes up to 10% company contributions through our 5% match and 5% profit sharing program (based on employee contributions).
• New-child leave up to 8 weeks of 100% paid leave upon birth or legal adoption of a new child. Birth mothers are eligible for up to 8 weeks of additional 100% paid medical leave.
• Tuition reimbursement up to $5,250 per year of eligible tuition and fees.
• Crown Castle scholarship program awarding up to $10,000 per recipient each year for eligible dependent children of employees and interns.
• Matching charitable contributions to qualified charitable organizations of up to $1,000 per year per teammate.
• Generous paid time-off for eligible full-time employees (minimum 18 days per year based on years of service).
• 10 company holidays plus 2 floating holiday.
• All offices provide free beverages and snacks.

Compensation
The salary range offered for this position is $86300 - $118700 annually. A candidate's offer is determined by various factors including but not limited to, depth of experience, role-related knowledge and skills, relevant education or training, internal alignment, and work location. Depending on the position offered, the compensation package may also include incentive compensation opportunities in the form of a discretionary annual cash bonus or commissions, and equity incentives.

Additional Information
Pursuant to the Los Angeles County and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

If you are interested in joining our team, please visit the Crown Castle careers site to apply. We do not accept resumes from agencies, headhunters, or other third-party suppliers who have not signed a formal agreement with us. This position will remain posted until filled.