Service Manager

Summary of Responsibilities

The Service Manager is responsible for leading the local Service Office and Field Operations teams within assigned First Key Homes markets. This role ensures that resident service requests are completed efficiently, safely, and to a high standard—while promoting a culture of outstanding customer service and operational excellence.

• Ensure all service operations prioritize safety by following company policies, maintaining compliance with OSHA and all health regulations, while fostering a safety-first culture through protocol adherence, PPE use, incident response, and ongoing training.
• Monitor and enforce fleet safety standards, ensuring safe driving practices and compliance with vehicle policies.
• Ensure timely, high-quality completion of service requests with a focus on resident satisfaction, service efficiency, and asset integrity, while monitoring response times to address concerns quickly and effectively.
• Oversee service teams and vendors, providing leadership, training, and accountability to ensure high performance, adherence to policies, professionalism, and customer service excellence.
• Track and report key performance metrics, including service efficiency, resident satisfaction, budget adherence, and vendor performance.
• Optimize daily operations, ensuring service requests, preventive maintenance, and property inspections are completed efficiently and meet company standards.
• Manage service-related budgets, overseeing work order costs, fleet expenses, materials, and vendor services while maintaining cost control.
• Oversee and manage vendor relationships, approving service requests, ensuring compliance, and holding vendors accountable for quality work.
• Conduct field inspection to assess asset conditions, resident experience, team performance, and safety compliance.
• Identify and implement continuous improvement strategies to enhance service delivery, operational efficiency, and asset management.
• Collaborate with leadership to align service department goals with overall business objectives and drive operational excellence.

Additional duties may be assigned as needed.

• 90% office-based, 10% field-based, conducting inspections, evaluating resident experience, and overseeing team performance.
• Regular use of computers, mobile devices, and company systems for reporting, tracking, and communication.
• Frequent interaction with residents, vendors, and internal teams to ensure service efficiency and quality.
• Some evening and weekend flexibility may be required based on operational needs.
• Fieldwork may involve walking, standing, and inspecting properties in various conditions.
• Compliance with company safety protocols, including the use of PPE when necessary.

• High School Diploma or equivalent required.
• 6+ years of experience in service, maintenance, construction, or property management leadership.
• Proven experience managing teams, including Service Technicians, Coordinators, and Vendors.
• Strong financial acumen, with experience managing budgets, expenses, and cost controls.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and service management software.
• Experience reviewing and understanding work scopes, cost estimates, and vendor contracts.
• Ability to manage multiple teams, projects, and priorities across a geographic area.
• Demonstrated experience leveraging data and reporting tools to track performance metrics, identify trends, and drive operational improvements.
• Experience using data to assess response times, service quality, resident satisfaction, and budget adherence.
• Demonstrated experience in safety compliance and operational best practices.

• Bachelor’s degree in Business, Construction Management, Property Management, or a related field (preferred but not required).
• Experience in residential property management, construction, or maintenance operations.
• Familiarity with Yardi or similar property management/work order systems.
• Experience managing vendors, service contracts, and third-party maintenance teams.
• Proven success in a fast-paced, high-growth, or multi-market…