Service Lead

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