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About the Role

To triage and coordinate City-wide facilities’ service requests by assessing urgency, dispatching technicians or vendors, and ensuring safe, timely resolution relating to building systems, preventative maintenance, urgent repair work and other operational needs across all City facilities and work sites. Optimize schedules and resources by monitoring workloads, reallocating in response to shifting priorities, and maintaining compliance with service levels and health and safety standards. Enable efficient operations across City facilities through clear communication, documentation, and proactive collaboration with Divisional staff.

Responsibilities

Intake, triage, and prioritize emergency calls and system-generated work requests, assessing risk to public safety, service continuity, and facility uptime, and responding to inquiries and concerns from staff and the public.
Coordinate City-wide services which include multiple unionized trades, diverse facility coverage and the integration of preventative and emergency response.
Collaborate with technicians to schedule and assign daily work orders, optimizing technician time and service delivery.
Establish technician availability for preventative, corrective and demand maintenance, ensuring clear timelines and expectations.
Utilize advanced work management systems and adjust technicians’ daily schedules and allocate time to work orders to accommodate site conditions, resource constraints, emergencies or shifting priorities, including purchasing or ordering materials required for the job.
Monitor technician progress and work order status, ensuring Health & Safety compliance, timely completion of tasks, effective handling of emergency or unscheduled work, and providing performance-related feedback to Supervisors as needed.
Coordinate service requests and work orders based on urgency, trade specialization, client impact, resource availability and provide timely status updates to vendors and technicians on emergency and priority work orders, mitigating operational risk, ensuring Health & Safety compliance.
Reallocate resources throughout the day in response to weather events, equipment failures, or other shifting priorities.
Identify trends, inefficiencies, and bottlenecks in dispatch workflows, recommending process improvements, system configuration changes, and reporting enhancements to supervisory staff.
Coordinate with Supervisors and internal Forepersons to address overtime needs and ensure the timely delivery of required materials and parts to support field operations.
Assign and coordinate work to qualified technicians and vendors, optimizing schedules geographically and by trade specialization to minimize travel, reduce downtime, and maximize productivity.
Receive, document, and verify service requests via phone, email, and systems, ensuring accurate data entry and sufficient technical detail for effective work assessment, compliance tracking, and audits.
Assess work requirements including Health & Safety and recommend the most appropriate approach, considering urgency, specialization, collective agreements, pre-established criteria and available resources.
Maintain clear and professional communication with technicians, vendors, Supervisors, and clients, ensuring expectations, timelines, and next steps are understood.
Generate operational reports on work order volumes, Service Level Agreement (SLA) compliance, response times, technician utilization, and overall resource planning to identify trends and support decision-making.
Support the delivery of excellent customer service by handling high call volumes and emails efficiently in a time-critical manner.
Uphold all Occupational Health and Safety requirements and comply with the Divisional and corporate policies, manuals and guidelines.
Ensure work order compliance and completion with service level agreements and key performance indicators, escalating high-risk or unresolved issues to Supervisors as needed.
Participate in team initiatives and contribute to special projects aimed at improving overall service desk performance.
Collaborate with City staff to engage partners to gather sufficient technical and situational details, ensuring accurate work order creation and dispatching decisions.
Work collaboratively with Supervisors and Forepersons to communicate overtime requirements and to help facilitate the timely availability of materials and parts that support field operations.

Requirements

Considerable experience in facilities management operation environments (e.g., call centre, service desk, dispatch, or work coordination).
Considerable experience responding to inquiries and requests for service from all levels of staff.
Experience with computerized maintenance management systems (e.g., SAP, Power BI, Jira, Work Order Dispatch Tool).
Knowledge of the Occupational Health and Safety Act and the provisions that apply to this work.
Strong knowledge of trades work (e.g., Carpenters, Plumbers, HVAC Technicians etc.).
Strong proficiency in Microsoft Office Suite (e.g., Excel, Outlook, Word).
Strong organizational and problem-solving skills in combination with the ability to perform duties under minimal supervision.
Strong understanding of skilled trades and the ability to assign work to appropriate vendors and technicians.
Excellent communication skills, with the ability to convey priorities, timelines, and expectations to vendors and forepersons.
Ability to manage high volume calls and emails efficiently.
Ability to ensure accurate data entry and documentation for work requests received via phone, email, and electronic systems.
Ability to work under time constraints and meet established deadlines.

Skills

Facilities management operations
Call centre operations
Service desk operations
Dispatch operations
Work coordination
Customer service
Computerized maintenance management systems (CMMS)
SAP
Power BI
Jira
Work Order Dispatch Tool
Occupational Health and Safety Act
Trades work knowledge
Microsoft Office Suite
Excel
Outlook
Word
Organizational skills
Problem-solving skills
Communication skills
Time management
Data entry
Documentation
Working under pressure

Location

Scarborough Civic Centre, 150 Borough Drive, Toronto, M1P 4N7

Work Type

Permanent
Full-Time
Rotating Shifts
Weekends
Holidays

Experience Level

Considerable experience in facilities management operation environments
Considerable experience responding to inquiries and requests for service
Experience with computerized maintenance management systems

Education Level

Post-secondary education in a related discipline, or an equivalent combination of education and experience.

Salary/Compensations

$40.08 - $43.91 per hour

About the Company

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve.
The City of Toronto is committed to creating an accessible and inclusive organization.
We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA).

Equal Opportunity

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve.
Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.
Disability-related accommodation during the application process is available upon request.