Work Order / Helpdesk Operations Manager in Midland
Job Description
Work Order / Helpdesk Operations Manager
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Knight Facilities Management | Shared Services / Platform Operations
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Location: Remote (North America) or Hybrid, depending on location
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Help Build the Future of Facilities Operations!
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Knight Facilities Management is growing, and we're looking for a Work Order / Helpdesk Operations Manager to lead one of the most critical functions within our Shared Services platform.
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In this role, you'll oversee the day-to-day operation of our centralized work order and helpdesk team, supporting multiple operating companies including Knight Facilities Management, Springwise, TEAM, and other affiliated businesses. You'll lead a team responsible for receiving, triaging, dispatching, tracking, and closing thousands of service requests while ensuring exceptional customer service and strong operational performance.
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If you thrive in fast-paced operations, enjoy improving processes, leading teams, and using data to drive better outcomes, we'd love to talk with you.
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What You'll Do
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As the Work Order / Helpdesk Operations Manager, you'll be responsible for ensuring work orders move efficiently from intake through completion while continuously improving workflows and service delivery.
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Key responsibilities include:
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- Lead the daily operation of the centralized work order and helpdesk function
- Manage work order intake, triage, dispatch, follow-up, escalation, completion, and closeout
- Monitor work order queues, backlog, aging requests, SLA performance, and client escalations
- Prioritize service requests based on urgency, safety, contractual requirements, and customer expectations
- Supervise and coach facility coordinators, dispatchers, and helpdesk team members
- Assign workloads and monitor team productivity and service quality
- Improve work order workflows, SOPs, and operating procedures
- Ensure data accuracy across work orders, billing classifications, vendor assignments, and service documentation
- Coordinate vendor dispatch and monitor vendor responsiveness and performance
- Analyze operational metrics including SLA compliance, backlog, work order aging, productivity, and customer service trends
- Partner with Operations, Finance, IT, Supplier Management, and business leaders to improve systems and processes
- Support reporting, dashboards, and continuous improvement initiatives across the Shared Services platform
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What We're Looking For
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We're seeking a hands-on operations leader who enjoys solving problems, improving processes, and leading high-performing teams.
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Required Qualifications
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- 4+ years of experience in facilities operations, work order management, dispatch, service desk, helpdesk, maintenance coordination, or multi-site service delivery
- 2+ years of leadership experience managing coordinators, dispatchers, service desk teams, or similar operational staff
- Experience managing high-volume work order environments across multiple clients, vendors, or locations
- Experience with CMMS or work order management platforms such as Microsoft Dynamics 365 Field Service, ServiceChannel, Corrigo, Planon, Facilio, or similar systems
- Strong understanding of work order lifecycle management, dispatch operations, vendor coordination, SLA management, and customer service
- Excellent organizational, communication, and problem-solving skills
- Strong analytical mindset with experience using operational metrics to drive performance improvements
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Qualifications
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- Post-secondary education in Business, Facilities Management, Operations Management, or a related field
- Experience in shared services, centralized operations, call centers, or facilities service desks
- Exposure to Lean, Six Sigma, process improvement, workflow automation, or continuous improvement methodologies
- Experience supporting multi-site environments such as retail, industrial, logistics, healthcare, commercial real estate, or property services
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What Makes You Successful
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You'll excel in this role if you:
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- Enjoy leading teams in a fast-paced operational environment
- Stay organized while managing competing priorities
- Are passionate about creating efficient processes and improving workflows
- Use data to identify trends and solve operational challenges
- Build strong relationships with internal teams, vendors, and clients
- Balance customer service, operational performance, and business priorities with confidence
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Why Join Knight Facilities Management?
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At Knight Facilities Management, we're building a scalable Shared Services organization that supports clients across North America. You'll have the opportunity to make a measurable impact by improving processes, developing teams, and helping shape the future of our operations platform.
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If you're looking for a leadership role where you can combine operations, people leadership, continuous improvement, and customer service, we'd love to hear from you.