Dispatch Desk Lead — Property Management

Charlesgate Realty Group, LLC; Boston (MA); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Salary range 80-90K

Health Insurance

Paid time off

Company holidays

401K / FSA / supplemental insurance

Support team

Job summary

Charlesgate Property Management is seeking a dynamic Dispatch Manager to join our growing team. You’ll lead a central dispatch desk coordinating maintenance, cleaning, landscaping, snow, warranty and vendor work across our Boston properties.

This player-coach role requires hands-on leadership of a small dispatch team, ensuring every work order has an owner, a time, and a clear finish, so residents receive fast, reliable responses while techs stay focused on the work.

Qualifications

• 3+ years managing a maintenance or field service dispatch operation, including leading or training dispatchers.
• Residential property management strongly preferred.
• Working maintenance knowledge: triage requests, judge urgency, know trades/vendors.
• Experience with work order platforms (AppFolio, Property Meld or similar).
• Knowledge of the Boston-area vendor market (cleaning, landscaping, snow, trades).
• Comfort with numbers: scorecards, hours, billing.

Responsibilities

• Lead the desk: hire, train and coach a team of local and remote dispatchers; set daily priorities; handle escalations.
• Build the playbook: write and maintain priority rules, escalation paths and emergency procedures.
• Own vendors: sourcing, pricing, performance and insurance compliance. Hold a three-quote standard for recurring services.
• Manage warranty work: track warranty coverage by property and route covered items to the builder or manufacturer.
• Run emergency on call: set the on-call rotation, keep call trees current, and serve as the final escalation so no emergency goes unanswered.
• Lead storm and seasonal work: run the desk during snow events and make sure seasonal contracts and plans are in place.
• Protect billing accuracy: make sure every work order closes with the right labor, materials and billing status, working with our accounting team.
• Report on performance: track response times, completion rates and the desk scorecard, and bring a plan when a number drifts.

Skills

Team leadership

Dispatch management

Vendor coordination

Customer service

Communication

Tools

AppFolio

Property Meld

Job description

Charlesgate Property Management is seeking a dynamic Dispatch Manager to join our growing team. You’ll lead a central dispatch desk coordinating maintenance, cleaning, landscaping, snow, warranty and vendor work across our Boston properties.

This player-coach role requires hands-on leadership of a small dispatch team, ensuring every work order has an owner, a time, and a clear finish, so residents receive fast, reliable responses while techs stay focused on the work.