Service Lead

Description

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

• 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 escape 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 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