Description:
Job Overview:
Responsible for the end-to-end management of reactive and planned work orders across a defined client portfolio and region(s). Acting as the central point of coordination between clients, vendors, and internal teams, this role ensures timely execution, cost control, and high-quality service delivery in alignment with company KPIs and client SLAs.
This position operates in a fast-paced environment and requires strong operational discipline, vendor management expertise, and effective communication across multiple platforms, including client-facing portals. The Service Lead works closely with Trade Specialists, Procurement, and Account Management to drive work order completion, resolve service challenges, and maintain strong client relationships.
Directly Reports To: Account Manager and Service Manager
Job Responsibilities:
Work Order Management
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Own and manage the full lifecycle of assigned work orders from intake through completion and invoicing readiness
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Review scopes of work (SOW) for accuracy, completeness, and alignment with client expectations
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Ensure timely dispatch, updates, and closure of work orders in accordance with SLA requirements
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Identify and escalate stalled or at-risk work orders and drive resolution
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Participate in the rotational on call schedule as required
Vendor Management & Sourcing
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Coordinate with approved vendors to source, schedule, and complete work
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Negotiate pricing to ensure cost competitiveness while maintaining quality standards
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Evaluate vendor performance and provide feedback to Procurement and Vendor Relations teams
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Assist in identifying gaps in vendor coverage and support onboarding efforts
Client & Portal Communication
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Maintain consistent and professional communication with clients through third-party platforms and internal channels
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Provide timely status updates, ETAs, and resolution notes
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Ensure all client portals are updated accurately and in real time
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Address client escalations and service concerns with urgency and accountability
Project Coordination
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Manage multi-day and higher-complexity work orders as mini-projects
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Coordinate between trades, vendors, and internal teams to ensure seamless execution
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Validate completion quality through documentation, photos, and scope verification
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Any additional tasks set by the Account Manager as required
Financial Oversight
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Review and validate vendor quotes for accuracy and scope alignment
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Ensure work orders are executed within approved budgets or properly escalated
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Identify cost-saving opportunities without compromising service quality
Process & Performance Improvement
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Adhere to internal SOPs and contribute to continuous improvement initiatives
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Support KPI-driven culture by maintaining accurate data and reporting
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Collaborate with leadership on workflow improvements and efficiency gains
Key Performance Indicators (KPI’s):
Operational Performance
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Work Order Completion Time (vs SLA)
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Onsite Arrival Rate
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First-Time Completion Rate (First Time Fix %)
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Work Order Cycle Time (Open to Close)
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Aging Work Orders (tickets exceeding SLA thresholds)
Quality & Compliance
Required Meetings:
- Annual State of the Company
- Quarterly Town Hall Meeting
- Daily Hub Meeting
- Other meetings as assigned
Requirements:
Candidate Qualifications:
Education & Experience
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2–5+ years of experience in facilities maintenance, service coordination, or a related field
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Experience managing work orders across multiple trades and locations preferred
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Background in vendor management, dispatching, or project coordination strongly preferred
Technical Knowledge
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Working knowledge of building trades, including plumbing, electrical, HVAC, and general repairs
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Familiarity with facilities management systems (CMMS), ticketing platforms, and client portals
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Ability to review scopes of work and vendor estimates for accuracy
Skills & Competencies
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Strong organizational and time management skills in a high-volume environment
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Excellent written and verbal communication skills
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Negotiation and cost management capabilities
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Problem-solving mindset with the ability to make quick, informed decisions
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High attention to detail and process adherence
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Ability to manage multiple priorities simultaneously
