Manager, Customer and Operations Technology

About CCSCCS Facility Services is one of the largest building service contractors in the United States, providing expert janitorial and facility engineering services to thousands of commercial businesses with a deep bench of experienced cleaning and engineering professionals. Guided by a Service Heart we are a company Built to Serve with a passion to exceed our customer’s expectations.Acerca de CCSCCS Facility Services es uno de los proveedores de servicios para edificios más grandes de los Estados Unidos, que brinda servicios de limpieza e ingeniería de instalaciones y edificios a miles de empresas comerciales con un amplio grupo de profesionales experimentados en limpieza e ingeniería. Guiados por un Corazón de Servicio, somos una empresa dedicada a Servir con pasión para superar las expectativas de nuestros clientes.Must be bilingual in English and SpanishPosition OverviewThe Manager, Customer & Operations Technology leads the 24/7 Customer & Operations Technology Support Center and is accountable for delivering consistent, high-quality support to both internal operational teams and external customers. This role oversees frontline support operations, ensuring strong performance across work order management, dispatch coordination, incident response, and technology support. The Manager drives operational excellence through data accuracy, compliance enforcement, and continuous process improvement, while serving as a key escalation point for critical issues.Key ResponsibilitiesTeam Leadership & Performance ManagementLead, coach, and develop a team of Customer & Operations Technology Specialists across a 24/7 operating modelEstablish clear performance expectations, KPIs, and accountability standardsMonitor call quality, response times, and resolution effectiveness; implement improvements as neededManage staffing, scheduling, and shift coverage to maintain operational readiness at all timesConduct performance reviews, ongoing coaching, and structured development planning24/7 Support Operations OversightEnsure timely, professional responses to all inbound calls and digital communicationsOversee support for customers, employees, and field teams, including after-hours and overnight operationsMaintain operational control during high-priority incidents and enforce escalation protocolsEnsure accurate documentation of incidents and clear shift handoffs to support continuityWork Order Management & Data QualityOversee the real-time creation, assignment, and management of work ordersEnsure adherence to service level agreements and operational timelinesEnforce data quality standards, including complete notes, correct statuses, and required documentationDrive compliance initiatives to improve system accuracy and reporting reliabilityDispatch & Incident CoordinationLead dispatch operations for janitorial and facility response teams during urgent or emergency eventsServe as the escalation point for critical technology, facility, or safety incidentsCoordinate communication between field teams, leadership, and support personnel during active eventsEnsure efficient resolution and capture of lessons learned for continuous improvementTechnology Support & Continuous ImprovementOversee troubleshooting for user access, applications, mobile devices, and connectivity issuesPartner with Level II support and technical teams to resolve complex issuesIdentify recurring issues and trends; implement process improvements and corrective actionsEnsure consistent reporting and operational visibility into support center performanceRequired Qualifications5+ years of experience in service support, dispatch, help desk, or operations support environments2+ years of leadership or supervisory experience in a support or operations settingProven ability to lead teams in a fast-paced, service-driven organizationStrong communication and decision-making skills in high-pressure situationsExperience with work order, ticketing, or operational systems and data quality managementAbility to manage 24/7 operations, including overnight and weekend coverageBilingual in English and Spanish is requiredPreferred QualificationsExperience leading a centralized support center or shared services teamBackground supporting field operations or multi-location service environmentsStrong analytical skills with the ability to translate data into operational improvementsExperience implementing compliance frameworks or system adoption initiativesSuccess MetricsSLA adherence and response time performanceWork order accuracy and completion qualityIncident resolution time and escalation effectivenessTeam performance and engagement scoresReduction in recurring issues and operational defectsWork order compliance score (documentation completeness, notes, required fields, and proof of completion)Role ImpactThis role directly impacts operational continuity, customer satisfaction, and system adoption across all service locations. Success is measured by the team’s ability to deliver consistent, compliant, and efficient support while driving measurable improvements in service quality and data integrity.Compensation$57,784 -$59,500 #J-18808-Ljbffr Ccs-Facility-Services-8