Service Operations Manager

ResQ•Toronto, ON

About The Position

ResQ Services Group (RSG) is seeking a Service Operations Manager to help build the operational foundation of its in-house commercial service division from the ground up. This role is crucial for scaling service delivery, customer communication, dispatching, and operational execution in a fast-moving, tech-enabled environment. The Service Operations Manager will drive the day-to-day execution of RSG's service operations, ensuring efficient workflow from request to completion by coordinating with technicians, customers, vendors, and leadership. This hands-on role requires strong organizational skills, clear communication, and the ability to solve operational problems in real-time, while also helping to create structure and consistency as RSG grows.

Requirements

Highly organized and detail-oriented with strong operational follow-through
Strong communicator who can remain calm and professional in fast-paced situations
Comfortable managing multiple priorities, schedules, and customer needs simultaneously
Customer-focused with strong problem-solving and relationship management skills
Proactive, reliable, and comfortable taking ownership of operational tasks
Comfortable working in an environment where processes are evolving and improving rapidly
Interested in growing a career in operations, facilities management, or service delivery
Experience in dispatch, facilities maintenance, customer operations, field service coordination, or similar operational environments preferred
Comfortable using software platforms, mobile apps, and operational systems to manage work orders and communication
Valid driver’s license and ability to occasionally travel to customer or field locations if required

Nice To Haves

Experience in commercial facilities maintenance or trades operations
Experience coordinating HVAC, refrigeration, plumbing, electrical, or general repair services
Familiarity with field service management or work order platforms
Experience supporting preventative maintenance programs
Experience in restaurant, hospitality, retail, or multi-site commercial environments
Understanding of dispatching, scheduling, and technician coordination best practices
Experience working in a startup or fast-growth operational environment
Bilingual (English/French or English/Spanish) is a plus

Responsibilities

Coordinate and manage daily service work orders from scheduling through completion
Communicate with customers regarding service updates, timelines, delays, and next steps
Dispatch and coordinate technicians across active service calls and preventative maintenance work
Track open work orders, follow-ups, estimates, invoices, and parts requirements to ensure timely completion
Help prioritize emergency, urgent, and time-sensitive service requests
Support service documentation, job notes, photos, and work order accuracy through the ResQ platform
Assist with estimate follow-up, invoicing coordination, and administrative service workflows
Help maintain service SLAs, operational consistency, and customer satisfaction standards
Identify operational bottlenecks and recommend process improvements as RSG scales
Work closely with leadership to help build and improve day-to-day operational processes
Support after-hours or emergency coordination when required