Service Administrative Supervisor

US - LLC Recruiting; United States; Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

10 Company Holidays and Paid Time Off

Life insurance & Disability Plan

401K Matching Plan

Cell phone reimbursement

Paid parental leave

Job summary

Convergint is seeking a full-time Service Administrator Supervisor to lead the administrative operations for Remote Services, reporting to the Service Manager. You will own processes, data quality, and cadence across purchase orders, work orders, bookings, invoicing, and contract renewals.

You will develop the admin team, establish escalation protocols, and drive continuous improvements in onboarding, dispatch coordination, and service management system administration, ensuring accurate billing

Qualifications

• Minimum of 5 years of experience in operations, contract administration, financial operations, service operations, or program/project management, with direct accountability for billing, purchase order management, or commercial operations.
• Minimum of 2 years in a supervisory or lead capacity, with demonstrated experience developing direct reports.
• Diploma or bachelor’s degree in Business Administration, Finance, Operations Management, or a related field preferred.
• Experience administering or configuring an operational platform beyond the user level.
• Experience managing contracts, renewals, rate reviews, or account financial health in a service or managed services environment preferred.
• Preferred Experience (but not required): Experience in Remote Services.

Responsibilities

• Oversee PO lifecycle management and invoicing across multiple accounts.
• Manage change order administration end-to-end and ensure bookings reflect approved scope.
• Monitor contract expiry, renewals, and rate reviews, flagging opportunities and risks to leadership.
• Ensure billing records are current and accurate; own data quality and reporting.
• Serve as escalation point for billing disputes and PO/invoicing questions, coordinating resolution.
• Administer service management platform configuration, including automations and routing rules.
• Oversee timesheet/time-entry system administration and onboarding workflow tools.
• Maintain booking, work order, and charge-code administration in the system of record.
• Develop admin team through coaching, structured reviews, and succession planning.
• Own onboarding process execution, milestones, risk tracking, and recovery plans.
• Improve administrative processes and documentation; maintain procedure library.
• Coordinate dispatch coverage and escalation management, including cross-time-zone considerations.
• Consolidate Quarterly Business Review data and deliver reports on invoicing performance and account health.
• Interface with Sales, Finance, and account executives to balance capacity and commitments.

Skills

Leadership

People management

Business/financial acumen

Operations management

Billing and invoicing experience

Education

Bachelor’s degree in Business Administration / Finance / Operations Management

Diploma or equivalent

Job description

Convergint is looking for a full-time, enthusiastic, results driven and forward-thinking Service Administrator Supervisor to join our amazing culture. In this role, you will lead the administrative operating system for Remote Services. Reporting directly to the Service Manager, this role is accountable for the processes, controls, data quality, operating cadence, and team performance supporting purchase orders, work orders, bookings, invoicing, change orders, contract renewals, dispatch coordination, and service management system administration. As a Service Administrator Supervisor, you are a part of a dynamic team that allows you to grow as Convergint grows.

For information about how we use your personal information, please see our Colleague & Applicant Privacy Notice, available on convergint.com/careers.

Who You Are

You have a passion for providing world-class service to customers, colleagues and communities. You are a person of integrity with a commitment to growth, accountability and delivering results. You want to join an organization with a positive culture that embraces equal opportunity and allows everyone to be the best version of themselves at work and home. You want to grow with us and deliver results as an exceptional Project Manager.

Who We Are

With 20-years of proven growth and exceptional performance, our mission is to be our customer’s best service provider. We realize the importance of diversity in achieving that goal. Our company was built upon a solid foundation of 10 Values and Beliefs which drive our unmatched culture, making us the #1 global, serviced-based systems integrator in the industry. We take great pride in protecting the lives and assets of our customers and their communities with the solutions we provide.

What you’ll do with "Our Training and Your Experience"

• Convergint's greatest strength is our people! Every colleague is encouraged to participate in our Recruit Awesome People program, helping us grow Convergint by promoting our colleague-first culture and referring top talent to the Talent Acquisition Team and hiring managers.
• Leads, develops, and holds accountable the broader admin team, setting clear expectations, running structured one-on-ones, and conducting performance reviews.

Owns the team coverage model: every admin function has a named primary and backup, documented and tested quarterly, so no single absence halts a function.

Builds and maintains the operating cadence: weekly update rhythms, escalation protocols, action-item accountability, and reporting that keeps leadership informed without surprises.

Develops administrators from execution-level work toward ownership-level thinking; identifies growth opportunities and closes skill gaps through coaching and structured development.

Sets intake, prioritization, and escalation decisions for the admin team within delegated authority, protecting capacity, service commitments, and agreed delivery standards.

Oversees purchase order lifecycle management across all accounts: tracking utilization against contract value, flagging at-risk thresholds, and coordinating change orders before limits are breached.

Manages change order administration end-to-end: initiating requests, routing them for approval, and ensuring bookings and work orders reflect approved commercial scope.

Oversees invoicing runs across the account portfolio, ensuring invoices are accurate, aligned with the applicable billing arrangement, and issued on time.

Monitors contract expiry and renewal timelines across the account portfolio; proactively flags upcoming renewals, excess charges, rate-review opportunities, and scope changes to leadership and account executives.

Ensures the billing record for every account is current and accurate, serving as the source of truth for billing arrangements, invoicing cadence, and distribution.

Monitors account-level financial metrics and supports budgeting and forecasting in partnership with the Service Manager and Finance.

Owns billing accuracy as a data-quality function; reviews and approves billing-impacting reclassifications within delegated authority and escalates exceptions as required.

Serves as the escalation point for billing disputes, purchase order queries, and invoicing questions, coordinating resolution with the appropriate owner.

Owns service management platform administration at the configuration level, including automations, routing rules, service level configuration, user and group management, and change control; configuration changes must be tested and documented before production release.

Oversees timesheet and time-entry system administration, including the approver model, period and month-end close, charge-code setup, and recurring reconciliation confirming system hours match ticket hours.

Administers the customer onboarding workflow tool, including task configuration, automation logic, request forms, and ownership references, keeping them current through personnel changes.

Maintains booking, work order, and charge-code administration in the commercial system of record.

Owns document-control standards for the admin team, including version hygiene and publication of new procedures.

Owns the admin team’s execution of the administrative customer onboarding process, from intake validation through account build, booking setup, billing summary completion, and go-live confirmation.

Maintains onboarding delivery standards, tracks milestone risk, and drives recovery plans or timely escalation when tasks are at risk of slipping.

Builds and continuously improves the administrative portion of the onboarding process, not just execution within it.

Oversees administrative field dispatch coordination, ensuring unresolved dispatch tickets are assigned, escalations are owned through resolution, and after-hours and cross-time-zone coverage is maintained in coordination with leadership.

Ensures dispatch automation is correctly configured, tested, and current; accurate dispatch routing supports both billing accuracy and service delivery.

Coordinates on-call rotation execution and schedule management with leadership, consistent with applicable company policies and coverage requirements.

Owns Quarterly Business Review data compilation and analysis, presenting financial and operational performance in a format leadership can act on.

Prepares and delivers monthly and quarterly reports on invoicing performance, purchase order health, onboarding pipeline status, and account financial metrics.

Serves as the operational interface between the admin team and internal stakeholders, including Sales, Finance, account executives, and branch leadership; fields requests, assesses capacity and priority, and pushes back constructively when asks fall outside scope or would compromise existing commitments.

Builds, maintains, and improves the admin team’s procedure library so every recurring function has a written, approved procedure.

Runs the quarterly ownership review, including backup verification, confirming every function has a tested backup.

Identifies process gaps and broken workflows and drives practical improvements as part of the role.

Executes all work in accordance with applicable regulations, general best practices, and company health, safety, and compliance policies.

• Performs other duties and responsibilities as requested or required.

What You’ll Need

Demonstrated financial and commercial operations acumen, including purchase order lifecycle management, change order administration, multi-account invoicing, and contract and renewal tracking, with the ability to surface commercial risks proactively.

Ability to govern operational platform configuration, including testing, documentation, change control, and ongoing maintenance.

Strong working knowledge of service management or ticketing platforms, including automation logic, routing rules, and service-level configuration.

Familiarity with ERP or commercial systems supporting booking, work order, charge-code, and invoicing workflows.

Experience with project or workflow management tools at an administrative or configuration level.

Strong people leadership, including setting expectations, developing individuals, conducting structured performance conversations, and holding a team accountable.

Excellent delegation skills, including building coverage models and team ownership rather than personal dependencies.

Program or project management discipline, including the ability to manage concurrent workstreams, own a delivery cadence, and keep stakeholders informed.

Strong data and reporting skills, including proficiency in Excel and business intelligence tools, with the ability to synthesize operational and financial data into leadership-ready insight.

Ability to author clear, structured procedures and maintain them in a governed document library.

Exceptional written and verbal communication, including the ability to present financial and operational performance to leadership and push back on internal requests constructively.

Strong stakeholder management, with the judgment to field requests from Sales, Finance, branch leadership, and account executives while protecting team capacity and agreed commitments.

High attention to detail in a billing and financial context, where accuracy has direct revenue and customer-trust implications.

Proficiency in Microsoft Office, including Outlook, Excel, Word, PowerPoint, and document management platforms.

Capacity to adapt to changing priorities, lead the team through transitions, and build structure in ambiguous environments.

Company Benefits

Convergint fosters a supportive, accessible, and inclusive environment in which all individuals are able to realize their maximum potential within the company. We offer a variety of programs and exceptional benefits:

• 10 Company Holidays and Paid Time Off starting at 13 days annually
• Fun & Laughter Day Off
• Life insurance & Disability Plan
• Wellness Program
• 401K Matching Plan
• Colleague Assistance Program
• Competitive salary and compensation plan
• Vehicle reimbursement plan or company vehicle
• Corporate Social Responsibility Day
• Cell phone reimbursement (if applicable)
• Paid parental leave

Requirements:

Education:

• Diploma or bachelor’s degree in Business Administration, Finance, Operations Management, or a related field preferred.
• An equivalent combination of education and directly relevant experience in financial operations, contract administration, and team leadership will be considered.
• Minimum of 5 years of experience in operations, contract administration, financial operations, service operations, or program/project management, with direct accountability for billing, purchase order management, or commercial operations.
• Minimum of 2 years in a supervisory or lead capacity, with demonstrated experience developing direct reports and owning team performance.
• Proven experience administering or configuring an operational platform beyond the user level.
• Experience managing contracts, renewals, rate reviews, or account financial health in a service or managed services environment preferred.

Preferred Experience (but not required):

• Experience in Remote Services