Operations Support Specialist

Company **SMG Holdings is a leading provider of comprehensive facilities maintenance services, specializing in multi-site portfolios across North America. At SMG, we are dedicated to redefining excellence in facilities management by delivering innovative, scalable, and customized solutions that empower our stakeholders to thrive and service with confidence. We are committed to delivering exceptional customer experiences and maintaining long-term relationships with our clients. SMG's steadfast commitment to quality, client-centricity enables us to create value and provide peace-of-mind through delivery excellence, allowing our clients to better align and focus on their core objectives.Position Overview/The Operations Support Specialist plays a vital support role within the Operations/Account Management team by helping to drive the day-to-day execution and throughput of active service requests. This role is specifically focused on managing daily work order (WO) SLA compliance, escalating aging requests, and ensuring all open WOs are being pushed toward timely resolution. This is a production-level, directive-driven role and not data analytical or client-facing in nature.The ideal candidate is a high-urgency executor with excellent organizational skills and strong follow-through instincts. They thrive in a fast-paced, task-heavy environment and are comfortable operating within defined workflows and daily expectations.Monitor all open WOs daily to track response times, resolution status, and SLA thresholds pursuant to both SMG and Client driven expectationsIdentify and escalate aging WOs to internal account owners or managers for immediate follow-upProactively push daily follow-ups to ensure WO updates, scheduling, and closure are progressingTrack and report on recurring service delays or execution barriers to assigned leadershipEnsure internal status trackers and WO fields remain current and accurate within the platformCommunicate regularly with Vendors, Account Managers, and Account Coordinators to drive task closure and service complianceSupport structured reporting cadence through consistent documentation and task updates3+ years of experience in task coordination, customer service, dispatch, or work order processingStrong attention to detail and a natural sense of urgencyExcellent communication and follow-up skills across multiple internal stakeholdersExperience in work order or ticketing systems a plus (ServiceChannel, Corrigo, Verisae, FacilIT, etc.)Able to work in a process-driven, directive-based role with minimal ambiguityFamiliarity with Microsoft Excel, Google Sheets, and basic tracking toolsOther ***Highly organized and able to manage competing priorities in a fast-paced environment.Proactive communicator who can translate operational data into actionable insights for multiple stakeholders.Curious, continuous learner with a bias toward outcome ownership.Collaborative working style, with the ability to influence without authority across cross-functional teams.

Created: 2025-06-14