Service Lead
About The Position
This candidate will be 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.
Requirements
- 2–5+ years of experience in facilities maintenance, service coordination, or a related field
- 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
- 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
Nice To Haves
- Experience managing work orders across multiple trades and locations preferred
- Background in vendor management, dispatching, or project coordination strongly preferred
Responsibilities
- 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
- 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
- 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
- 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
- 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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
