Job Description
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Job Title:  Team Leader (Facilities)
Req Id:  2458
Posting Start Date:  5/4/26

HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future!
Job Description: 

The role will support multiple clients by managing service requests, coordinating vendors, and ensuring smooth facility operations. This role requires strong prioritization, independence, and expertise in the client’s platform.

Key Responsibilities

  • Monitor inbound assistance requests on Zendesk:

    • Triage and prioritize requests

    • Respond quickly and efficiently to inquiries

    • Provide baseline training and guidance on ServiceChannel applications

    • Report system issues to the Development Team

  • Partner with Facility Managers to coordinate services:

    • Add vendors to locations

    • Advise vendors on proper procedures

    • Manage compliance with scheduled maintenance

    • Review work order requests for cost-saving opportunities (warranty, landlord, etc.)

  • Dispatch and follow up on emergency work orders:

    • Ensure vendors adhere to the process

    • Verify service completion with facility locations

  • Provide support for special projects

  • Document all assigned requests

  • Collaborate and share knowledge to maintain seamless workflow

  • Lead, manage, and motivate a team of [5–10] Facilities Coordinators as the role progresses

  • Conduct performance reviews, provide feedback, implement improvement plans, and recognize high-performing team members

  • Ensure consistent application of company policies and procedures

Qualifications

  • High School Diploma or GED (Required)

  • Excellent command of spoken and written English

  • Ability to learn new tasks quickly and follow directions

  • Strong attention to detail

  • Facility maintenance knowledge, customer service, and software support experience (Preferred)

  • Experience in a client-facing or client management role

  • Minimum of 2-4 years supervisory experience (required)

As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity. HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment. We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.
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