Office Manager

Job Title: Office Manager

Department: Service

Reports To: VP of Service or Administrative Manager

FLSA Status: Exempt

Location: Glen Burnie, MD

Position Summary

The Office Manager serves as a key operational leader within the Service Department, responsible for supporting, coaching, and developing the coordination team to ensure a high-level customer experience for both internal and external stakeholders. This role partners closely with Operations, Sales, and Field teams to ensure alignment, drive efficiency, and promote continuous improvement across service operations.

Who We Are

Our client is a leading provider in the mechanical and building services industry, committed to safety, integrity, teamwork, and operational excellence. With a strong service culture and customer-first mindset, our client invests in people, processes, and technology to deliver exceptional results and long-term partnerships.

Perks of Joining Our Client

• Join a stable, growing organization with strong operational leadership

• High-impact role supporting service operations and field teams

• Collaborative culture focused on continuous improvement

• Opportunity to lead, coach, and develop administrative professionals

• Competitive compensation and comprehensive benefits package

Essential Duties and Responsibilities (A Day in the Life)

Team Leadership & Development

• Provide daily guidance, support, and coaching to the Service Coordination team

• Train Service Coordinators on systems, processes, and best practices

• Monitor workload distribution and participate in WIP meetings to support effective work order management

• Drive accountability for open work order status and timely completion

• Oversee new technician administrative setup, including systems access, technology, and uniforms

Operational Support & Process Management

• Collaborate with Operations, Sales, and Field leadership to ensure alignment and seamless service delivery

• Communicate technician, customer, or coordination issues to appropriate supervisors or Operations Managers

• Perform time entry for assigned technicians

• Maintain oversight of monthly material ordering and service agreement tracking

• Execute and distribute daily work order reports and provide problem resolution support

• Review outstanding work orders and assist the coordination team in driving aging work to completion

• Serve as subject matter expert on Penta and other operational systems

• Oversee troubleshooting and support for technician technology and related vendor accounts

Administrative & Reporting Support

• Update and maintain daily operational reports (Contracts Pending Approval, Service Agreements, Cancellation Summary, etc.)

• Assist sales, contract, and billing teams in supporting field operations and meeting customer requirements

• Manage relationships with office vendors and service providers, including ordering and inventory management

• Support Regional Vice President and Service leadership with administrative duties (event registrations, expense reconciliation, travel planning, scheduling)

• Ensure adherence to customer-specific administrative requirements

• Perform other duties as assigned by supervisor

Qualifications

Required Education & Experience

• High school diploma or equivalent

• Demonstrated leadership experience supporting or managing administrative or coordination teams

• Strong working knowledge of Microsoft Office programs

• Ability to type 40 WPM with strong spelling and grammar skills

Required Knowledge, Skills, and Abilities

• Proven ability to motivate teams, create engagement, and drive results

• Ability to follow standardized processes while proactively identifying and resolving problems

• Strong decision-making skills with the confidence to act independently

• Excellent communication and customer service skills

• Superior organizational, follow-up, and time management abilities

• Ability to manage multiple priorities with accuracy and attention to detail

• Ability to remain calm under pressure while maintaining urgency during high workload or emergency situations

• Positive attitude when working with internal and external customers

Preferred Qualifications

• Experience in service operations, mechanical contracting, or construction-related industries

• Experience working with ERP or field service management systems

Schedule

Full-time, Monday through Friday. Occasional evening and weekend work may be required as duties demand. Unscheduled overtime may be required as necessary.

EOE Statement

Our client is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.