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