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