Support the facilities department on daily operations, manage the lifecycle of incoming
service tickets, prioritize critical needs, and dispatch tasks to internal technicians and
facilities leadership. Serves as a direct support to the subareas planning and control,
maintenance and workplace.
• Monitor the CMMS platform to review, prioritize, and assign incoming service tickets
to internal technicians based on urgency and workload, optimizing response times and
resource allocation.
• Deliver robust administrative and operational support to the Planning & Control,
Maintenance, and Workplace Services divisions to align daily activities.
• Maintain, organize, and update all physical and digital maintenance records, asset
logs, and service history reports within the database.
• Serve as the point of contact for internal business units. Provide proactive
communication regarding service timelines, ticket status updates, and resolutions.
• Monitor department tickets service level agreements (SLAs). Maintain clean
operational data and partner with leadership to analyze ticket trends, roadblocks, and
identify process improvements.
• Supervise and provide active operational support for all ongoing facilities activities
across the workplace, ensuring daily tasks align with service standards.
• Audit tickets daily, follow up with internal technicians and facilities leadership to
ensure timely closures and data cleanliness.
Decision Rights:
• Ticket Triage & Prioritization
• Technician Routing
• Service Communication
KPIs:
• Internal client satisfaction (CSAT)
• Data Integrity Score
• Mean Time to Dispatch
Interfaces (Internal/External):
• Internal: Facilities Manager, Workplace Services Lead, Building Engineer, Security
Leader, Planning and Control lead, Facilities Technicians, Operations leaders.
• External: All FM vendors for reporting/records; utility providers for metering data;
auditors/inspectors
Required Experience:
• Minimum 1- 2 years of experience in customer service or office support roles. A plus
if it has previous experience with Data Analysis.
• Hands on with CMMS, preferred experience with ticket and work order
management.
• Education: Currently pursuing or completing a bachelor’s degree in business
administration, Industrial Engineering, or a related facilities field.
• Monday–Friday 07:00AM–4:00PM; Saturday 08:00AM–12:00PM.
Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.
Our extensive benefits package includes: