Service Operations Lead – Office & Dispatch

LeoForce; Norfolk (VA); On-site; USD 60,000 - 90,000; Full time

Job summary

LeoForce in Norfolk, VA is seeking a hands-on Service/Office Manager to oversee daily operations of the service department and office. You will coordinate technicians, manage schedules, open and close work orders, and ensure timely, high‑quality service while maintaining accurate documentation.

This role requires 3+ years managing service operations or field teams, exceptional organizational and communication skills, and proficiency with Microsoft Office and service management software.

Qualifications

• 3+ years of experience managing service operations, office operations, or field service teams.
• Experience scheduling and dispatching technicians or coordinating field service personnel.
• Knowledge of service ticket management, work order systems, and parts coordination.
• Experience with warranty claims, service administration, or manufacturer documentation.
• Understanding of accounts receivable, accounts payable, and service pricing.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Excellent customer service and communication skills.
• Proficiency with Microsoft Office and service management software.
• HVAC, plumbing, electrical, construction, or similar service industry experience is highly preferred.
• Experience leading small teams and building positive workplace culture.

Responsibilities

• Lead the daily operations of the service department, ensuring efficient scheduling and dispatch of technicians.
• Coordinate technician routes to maximize productivity and customer response times.
• Open, manage, and close service work orders while maintaining accurate documentation.
• Process manufacturer warranty claims with major vendors, including Carrier, American Standard, and other equipment manufacturers.
• Order, track, and coordinate parts while managing returns and warranty replacements.
• Oversee pricing, invoicing, accounts receivable, and accounts payable related to service operations.
• Partner with technicians to ensure jobs are completed accurately, efficiently, and with outstanding customer service.
• Supervise property maintenance personnel and assist with workforce coordination.
• Monitor department performance, identify process improvements, and implement operational efficiencies.
• Collaborate with ownership to improve service operations and support future business growth.
• Provide leadership, coaching, and accountability to office and service staff.
• Opportunity to oversee installation operations for candidates with strong leadership experience.

Skills

Customer service

Communication

Team leadership

Tools

Microsoft Office

Service management software

Job description

LeoForce in Norfolk, VA is seeking a hands-on Service/Office Manager to oversee daily operations of the service department and office. You will coordinate technicians, manage schedules, open and close work orders, and ensure timely, high‑quality service while maintaining accurate documentation.

This role requires 3+ years managing service operations or field teams, exceptional organizational and communication skills, and proficiency with Microsoft Office and service management software.