Aerospace and Defense, Aviation Industry, Best Practices, Call Centers, Call Volume, Clean Technologies, Coaching, Commercial Real Estate, Communication Skills, Computerized Maintenance Management System (CMMS), Continuous Improvement, Customer Support/Service, Data Quality, Decision Support, Detail Oriented, Distribution Services, Documentation, E Programming Language, Electricity, Establish Priorities, Facilities Engineering, Federal Aviation Administration (FAA), HVAC, High Reliability, High School Diploma, Homeland Security, IBM Maximo Asset Management, Identify Issues, Leadership, Maintain Compliance, Maintenance Services, Manufacturing, Metrics, Microsoft Office, Military, OSHA, Onboarding, Operational Support, Order Processing, Organizational Skills, Plumbing, Problem Solving Skills, Procedure Development, Process Development, Process Improvement, Project Tracking, Real Estate, Regulatory Requirements, Resource Leveling, Risk, Safety Process, Service Delivery, Team Lead/Manager, Team Player, Technical Delivery, Time Management, Training Program
The Lead Dispatch Operator plays a key role in supporting day-to-day dispatch operations within an integrated facility maintenance environment. This position focuses on real-time team support, workflow execution, and service consistency, ensuring calls and work orders are handled efficiently and in alignment with established processes.
Working under the guidance of Dispatch Operations leadership, the Lead serves as a floor-level resource and point of coordination for Dispatch Operators, helping maintain service levels, providing coaching, and supporting operational priorities.
Pay & Schedule:
- $26/hourly, weekday: Monday - Friday | 2:30PM - 11:00PM
Benefit Information: ABM offers a comprehensive benefits package. For information about ABM's benefits, visit ABM Employee Benefits | Front Line Team Members
ABM (NYSE: ABM) is one of the world's largest providers of integrated facility, engineering, and infrastructure solutions. Every day, our over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience.
ABM serves a wide range of market sectors including commercial real estate, aviation, education, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world. ABM: Driving possibility, together.
ABM is an Equal Employment Opportunity (EEO) employer that does not discriminate on the basis of any trait or characteristic protected by applicable federal, state, or local law, including disability and protected veteran status. ABM is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a disability and need assistance in completing the employment application, please call 888-328-8606. We will provide you with assistance and make a determination on your request for reasonable accommodation on a case-by-case basis.
ABM participates in the U.S. Department of Homeland Security E-Verify program. E-Verify is an internet-based system used to electronically confirm employment eligibility.
ABM is a military-friendly company proudly employing thousands of men and women who have served in the U.S. military. With ABM, you'll have access to a world-class training program and ample opportunities to use the skills you developed while serving our country. Whether you're looking for a frontline or professional position, you can find post-military career opportunities across ABM.
ABM directs all applicants to apply at www.abm.com/careers. ABM does not accept unsolicited resumes or submissions outside of this portal. Applicants should submit their application by clicking Apply Now.
For more information, visit www.abm.com
Qualifications
- High school diploma or equivalent required
- 2-4 years of experience in call center, dispatch, or maintenance coordination roles
- Previous experience in a team lead or informal leadership role preferred
- Experience with CMMS platforms (e.g., Maximo or similar systems) preferred
- Experience in aerospace, manufacturing, or industrial environments preferred
- Strong communication and organizational skills
- Ability to work in a fast-paced, team-oriented environment
- Proficiency in Microsoft Office and enterprise systems
Work Environment
- Supports 24/7 operations, including evenings, weekends, and holidays
- Fast-paced, high-reliability environment focused on safety and precision
- Requires extended periods of sitting, phone use, and computer work
Key Competencies
- Team support and collaboration
- Customer service focus
- Attention to detail and data accuracy
- Problem-solving and decision support
- Communication and coordination
- Adaptability in a dynamic environment
Team Support & Floor Leadership
- Provide day-to-day guidance and support to Dispatch Operators during assigned shifts
- Act as a first point of contact for questions, troubleshooting, and call handling support
- Assist in monitoring workload and helping balance call distribution
- Reinforce established procedures, service standards, and escalation protocols
- Support onboarding and training of new team members
- Deliver informal coaching and feedback to improve individual and team performance
Dispatch Operations Execution
- Support high-volume incoming calls related to facility and production issues (HVAC, electrical, plumbing, structural, and specialized systems)
- Help ensure accurate intake, documentation, and entry of work orders into the CMMS system
- Review work orders for completeness and accuracy, addressing gaps as needed
- Reinforce adherence to call handling expectations and response time standards
Work Order Coordination & Dispatch Support
- Assist in prioritizing work orders based on predefined criteria (safety, operational impact, urgency)
- Support dispatch activities by coordinating with maintenance teams and contractors
- Monitor work order status and help ensure timely updates and follow-ups
- Escalate high-risk or critical issues to the Supervisor or leadership team as appropriate
Performance Support & Continuous Improvement
- Assist in tracking operational metrics such as call volume, response times, and backlog
- Identify recurring issues or workflow challenges and communicate observations to leadership
- Support implementation of process improvements and best practices
- Promote consistency in processes and data quality across the team
Compliance & Documentation
- Support accurate recordkeeping to meet audit and regulatory requirements (FAA, OSHA, company standards)
- Ensure adherence to company policies, procedures, and safety protocols
- Assist leadership during audits or reporting processes as needed
Stakeholder Communication
- Serve as a day-to-day coordination point between call center staff and maintenance teams
- Support communication flow by relaying updates on service requests and issues
- Escalate service disruptions, critical incidents, or customer concerns to leadership
Team Support & Floor Leadership
- Provide day-to-day guidance and support to Dispatch Operators during assigned shifts
- Act as a first point of contact for questions, troubleshooting, and call handling support
- Assist in monitoring workload and helping balance call distribution
- Reinforce established procedures, service standards, and escalation protocols
- Support onboarding and training of new team members
- Deliver informal coaching and feedback to improve individual and team performance
Dispatch Operations Execution
- Support high-volume incoming calls related to facility and production issues (HVAC, electrical, plumbing, structural, and specialized systems)
- Help ensure accurate intake, documentation, and entry of work orders into the CMMS system
- Review work orders for completeness and accuracy, addressing gaps as needed
- Reinforce adherence to call handling expectations and response time standards
Work Order Coordination & Dispatch Support
- Assist in prioritizing work orders based on predefined criteria (safety, operational impact, urgency)
- Support dispatch activities by coordinating with maintenance teams and contractors
- Monitor work order status and help ensure timely updates and follow-ups
- Escalate high-risk or critical issues to the Supervisor or leadership team as appropriate
Performance Support & Continuous Improvement
- Assist in tracking operational metrics such as call volume, response times, and backlog
- Identify recurring issues or workflow challenges and communicate observations to leadership
- Support implementation of process improvements and best practices
- Promote consistency in processes and data quality across the team
Compliance & Documentation
- Support accurate recordkeeping to meet audit and regulatory requirements (FAA, OSHA, company standards)
- Ensure adherence to company policies, procedures, and safety protocols
- Assist leadership during audits or reporting processes as needed
Stakeholder Communication
- Serve as a day-to-day coordination point between call center staff and maintenance teams
- Support communication flow by relaying updates on service requests and issues
- Escalate service disruptions, critical incidents, or customer concerns to leadership
A
ABM Industries Inc
ABM offers a wide variety of service-related positions, including electricians, HVAC technicians, security officers, parking attendants, and cleaning jobs. ABM cares about your success.
We provide training so that you learn new job skills and take pride in the quality service you're giving to clients. You'll look like the trained professional you are when you wear a ABM uniform.For your health and safety, we use non-toxic cleaning products and up-to-date equipment.
Our internal training program focuses on teaching you the skills and processes that have helped many of our employees starting out as a janitor, cashier, security officer or building engineer grow into various management roles throughout the company. These jobs aren't your everyday at ABM; they are careers.
Thousands of commercial, industrial, government and retail clients look to ABM for consistent quality service that meets their specialized facility service needs including commercial cleaning and maintenance, facility engineering, energy efficiency, parking and security services.
With fiscal 2011 revenues of approximately $4.2 billion and nearly 100,000 employees, our 300+ offices across the U.S. and various international locales enable us to provide custom facility solutions to sites of all sizes — from neighborhood banks and schools to the largest and most complex facilities, such as corporate office parks and major airports.
With more than 300+ offices located throughout the country, we are always accepting applications for janitorial maintenance, landscaping gardeners, security guards, parking attendants, shuttle drivers and building engineers.
ABM IS AN EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER (MINORITY/FEMALE/VETERAN/DISABILITY)