After Hours Service Lead

Job Description

Job Description

Description:

Job Overview:

The After Hours Service Lead is responsible for overseeing and managing all incoming service requests, emergency dispatch activity, and active work orders during evening, overnight, weekend, and holiday operating hours for a national facilities maintenance company. This role serves as the operational lead outside of standard business hours and is responsible for ensuring client emergencies, escalations, and service interruptions are addressed quickly, professionally, and in accordance with company and client Service Level Agreements (SLAs).

The After Hours Service Lead assumes responsibility for any unresolved or active work orders transitioned from the day shift Service Lead team while also managing all newly created after-hours service requests. This role acts as the primary communication bridge between clients, vendors, field technicians, and internal operations teams during non-business hours.

The ideal candidate thrives in high-pressure environments, demonstrates strong decision-making skills, communicates effectively during emergencies, and maintains a strong sense of urgency while balancing operational efficiency and customer satisfaction.

Directly Reports To: Service Compliance Manager and Director of Service.

Job Responsibilities:

After Hours Operations Management

• Manage all incoming after-hours work orders, emergency requests, and service escalations.
• Assume ownership of unresolved and active work orders transitioned from day shift operations teams.
• Monitor active emergency service calls to ensure vendors and technicians are responding within SLA requirements.
• Prioritize and dispatch work orders based on urgency, client expectations, and operational impact.
• Ensure continuity of operations during evenings, overnight hours, weekends, and holidays.

Emergency Dispatch & Coordination

• Identify and triage emergency service requests including HVAC failures, plumbing leaks, electrical outages, security concerns, refrigeration failures, flood events, and other critical facility issues.
• Dispatch qualified vendors or internal technicians to service locations nationwide.
• Coordinate with vendors, technicians, clients, and site personnel throughout the lifecycle of emergency events.
• Escalate unresolved emergencies or high-risk situations to leadership when appropriate.
• Work to downgrade non-critical emergency requests when operationally appropriate and approved by the client.

Client & Vendor Communication

• Maintain professional communication with clients, vendors, field technicians, and internal teams during after-hours operations.
• Provide regular updates to clients regarding technician ETAs, vendor progress, delays, and resolution timelines.
• Document all communication, updates, and status changes within the Facilities Management System (FMS).
• Address client concerns and escalations promptly and professionally.

Work Order Management & Documentation

• Ensure all work orders contain accurate notes, timestamps, dispatch information, vendor updates, and status changes.
• Review and audit after-hours tickets for completeness and operational accuracy.
• Prepare turnover notes and summaries for daytime Service Lead and Account Management teams.
• Ensure all active and pending work orders are properly transitioned at shift change.

Operational Support

• Assist with monitoring vendor performance and response times during after-hours operations.
• Support company KPI goals related to SLA compliance, response times, dispatch accuracy, and customer communication.
• Participate in operational meetings, emergency response planning, and process improvement initiatives.
• Maintain professionalism and composure during high-stress or high-volume situations.
• Submit and receive for all uplift/NTE increases in order to complete work while onsite (first time visit) or additional funds needed.
• Any additional tasks set by the Account Manager which will include but is not limited to assisting with work order backlog, reaching out to vendors for paperwork or assigning contractors for work orders with lower priorities, quotes needed and any other follow up status’.

Key Performance Indicators:

• Activity Report
• After Hours Compliance Report

Required Meetings: ·

• Annual State of the Company
• Quarterly Town Halls
• Weekly KPI Meeting with Account Managers

Candidate Qualifications:

• Minimum 3 years of experience in facilities maintenance, dispatching, service coordination, or operations management
• Experience handling emergency service calls and after-hours operational workflows
• Strong verbal and written communication skills
• Ability to multitask and prioritize in fast-paced, high-pressure environments
• Strong organizational and problem-solving skills
• Ability to work independently with limited supervision
• Proficient with Microsoft Office Suite and Facilities Management Systems (FMS)
• Must be able to work evenings, overnight shifts, weekends, holidays, and on-call schedules as needed