Head of Client Support Services

As a recognized leader in the multifamily sector, our focus on performance, innovation, and disciplined execution continues to drive strong growth and market leadership. We are committed to building a best-in-class organization by empowering top talent with the resources, autonomy, and support needed to deliver results and advance their careers in a high-performance environment.
As the Service Manager, you are responsible for leading the maintenance team and ensuring the physical integrity, safety, and overall functionality of a multimillion-dollar multifamily community. You oversee all maintenance operations, guide preventative programs, manage workflow and staffing, and ensure timely, high-quality service that supports resident satisfaction and asset preservation. This role combines strong technical expertise with leadership, organization, and exceptional customer service.

Diagnose and resolve complex maintenance issues across electrical, plumbing, HVAC, appliance, structural, lighting, and security systems.
Ensure the community operates efficiently by proactively identifying areas needing repair or improvement.
Guide the team in anticipating and preventing resident issues through consistent upkeep and early problem detection.
Serve as the primary point of contact for creating a safe, reliable, and worry-free living environment.
Team Management & Performance Oversight
Support a team of maintenance technicians, ensuring timely, high-quality completion of routine maintenance and repairs.
Provide training, guidance, and mentorship, encouraging adherence to safety protocols and company standards.
Help manage the on-call rotation and provide support during emergency situations.
Oversee service request management, preventive maintenance schedules, and maintenance records.
Track, manage, and allocate the maintenance budget, ensuring efficient use of resources.
Maintain supply and parts inventory to support timely completion of work orders.
Coordinate with outside vendors, ensuring timely, quality service and adherence to scope and budget.
Fearlessly lead a team of technicians as they perform routine preventive maintenance and make timely, high-quality repairs
Act as the gatekeeper of maintenance information - tracking and assigning everything from resident service requests to preventive maintenance records
Manage to keep the service vendors, maintenance budget, and supplies inventory on track
3-5+ years of experience in maintenance, including carpentry, plumbing, electrical, and HVAC; High school diploma or equivalent required; technical training or college coursework preferred.

• Leadership skills with the ability to train, mentor, and manage a maintenance team.
• Knowledge of applicable laws and regulations including EPA, OSHA, ADA, and Fair Housing.
• Ability to read and interpret maintenance instructions, technical manuals, and equipment documentation.
• Strong customer-service and communication skills.
• Ability to work evenings, weekends, and participate in on-call rotations as needed.
• Physical ability to perform maintenance tasks including lifting, climbing, and working indoors/outdoors.

Founded in 2005, Cortland is an international, vertically integrated multifamily real estate investment, development, and management firm with a resident-centric approach to living experiences. Recognized as one of the top 10 multifamily owners and operators in the US, Cortland combines in-house design, construction, and operations to deliver value and innovation across its portfolio.
Join us as we reimagine apartment living and drive outsized returns through purpose, performance, and people.
Cortland is an equal opportunity employer, and we're proud to support and celebrate diversity in the workplace. We are committed to equal consideration for all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information or any other characteristic protected by applicable law. If you have a disability and need an accommodation or assistance with the application process and/or using our website, please email View email address on click.appcast.io collect personal information from all job applicants, including identifiers (e.g., This information is used for recruiting, evaluating your candidacy, conducting interviews, and managing the application process.
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