Job ID: 65762
Job Category: Engineering & Technical
Division & Section: Corporate Real Estate Management, FM Technical Centre of Excellence
Work Location: Scarborough Civic Centre, 150 Borough Drive, Toronto, M1P 4N7
Job Type & Duration: Permanent, Full-Time
Hourly Rate and Wage Grade: $40.08 - $43.91, TF5472, Wage Grade 7910 (Preliminary Wage)
Shift Information: Monday to Sunday, 35 hours per week, Rotating Shifts, Weekends and Holidays
Affiliation: L79 Full-Time
Number of Positions Open: 1
Posting Period: 27-JUL-2026 to 25-AUG-2026
Job Summary:
To triage and coordinate City-wide facilities’ service requests by assessing urgency, dispatching technicians or vendors, and ensuring safe, timely resolution relating to building systems, preventative maintenance, urgent repair work and other operational needs across all City facilities and work sites (including park washrooms, Fleet and Ferry Operations). To optimize schedules and resources by monitoring workloads, reallocating in response to shifting priorities, and maintaining compliance with service levels and health and safety standards. To enable efficient operations across City facilities through clear communication, documentation, and proactive collaboration with Divisional staff.
Major Responsibilities:
- Intakes, triages, and prioritizes emergency calls and system‑generated work requests, assessing risk to public safety, service continuity, and facility uptime, and responding to inquiries and concerns from staff and the public.
- Coordinates City-wide services which include multiple unionized trades, diverse facility coverage and the integration of preventative and emergency response.
- Collaborate with technicians to schedule and assign daily work orders, optimizing technician time and service delivery.
- Establish technician availability for preventative, corrective and demand maintenance, ensuring clear timelines and expectations.
- Utilizes advanced work management systems and adjusts technicians’ daily schedules and allocates time to work orders to accommodate site conditions, resource constraints, emergencies or shifting priorities, including purchasing or ordering materials required for the job.
- Monitors technician progress and work order status, ensuring Health & Safety compliance, timely completion of tasks, effective handling of emergency or unscheduled work, and providing performance‑related feedback to Supervisors as needed.
- Coordinates service requests and work orders based on urgency, trade specialization, client impact, resource availability and provides timely status updates to vendors and technicians on emergency and priority work orders, mitigating operational risk, ensuring Health & Safety compliance. Reallocates resources throughout the day in response to weather events, equipment failures, or other shifting priorities
- Identify trends, inefficiencies, and bottlenecks in dispatch workflows, recommending process improvements, system configuration changes, and reporting enhancements to supervisory staff.
- Coordinates with Supervisors and internal Forepersons to address overtime needs and ensure the timely delivery of required materials and parts to support field operations.
- Assigns and coordinates work to qualified technicians and vendors, optimizing schedules geographically and by trade specialization to minimize travel, reduce downtime, and maximize productivity.
- Receives, documents, and verifies service requests via phone, email, and systems, ensuring accurate data entry and sufficient technical detail for effective work assessment, compliance tracking, and audits.
- Assesses work requirements including Health & Safety and recommends the most appropriate approach, considering urgency, specialization, collective agreements, pre-established criteria and available resources.
- Maintains clear and professional communication with technicians, vendors, Supervisors, and clients, ensuring expectations, timelines, and next steps are understood.
- Generates operational reports on work order volumes, Service Level Agreement (SLA) compliance, response times, technician utilization, and overall resource planning to identify trends and support decision-making.
- Supports the delivery of excellent customer service by handling high call volumes and emails, efficiently in a time-critical manner
- Upholds all Occupational Health and Safety requirements and complies with the Divisional and corporate policies, manuals and guidelines.
- Ensures work order compliance and completion with service level agreements and key performance indicators, escalating high-risk or unresolved issues to Supervisors as needed.
- Participates in team initiatives and contributes to special projects aimed at improving overall service desk performance.
- Collaborates with City staff to engage partners to gather sufficient technical and situational details, ensuring accurate work order creation and dispatching decisions.
- Works collaboratively with Supervisors and Forepersons to communicate overtime requirements and to help facilitate the timely availability of materials and parts that support field operations.
Key Qualifications:
Your application must describe your qualifications as they relate to:
- Considerable experience in facilities management operation environments (e.g., call centre, service desk, dispatch, or work coordination).
- Considerable experience responding to inquiries and requests for service from all levels of staff.
- Experience with computerized maintenance management systems (e.g., SAP, Power BI, Jira, Work Order Dispatch Tool)
- Post-secondary education in a related discipline, or an equivalent combination of education and experience.
You must also have:
- Knowledge of the Occupational Health and Safety Act and the provisions that apply to this work.
- Strong knowledge of trades work (e.g., Carpenters, Plumbers, HVAC Technicians etc.).
- Strong proficiency in Microsoft Office Suite (e.g., Excel, Outlook, Word).
- Strong organizational and problem-solving skills in combination with the ability to perform duties under minimal supervision.
- Strong understanding of skilled trades and the ability to assign work to appropriate to vendors and technicians.
- Excellent communication skills, with the ability to convey priorities, timelines, and expectations to vendors and forepersons.
- Ability to manage high volume calls and emails efficiently.
- Ability to ensure accurate data entry and documentation for work requests received via phone, email, and electronic systems.
- Ability to work under time constraints and meet established deadlines.
NOTE TO INTERNAL FULL-TIME AND PART-TIME CITY OF TORONTO EMPLOYEES:
City of Toronto employees must apply to full-time or part-time employment opportunities posted on the City's Internal Job Posting Portal.
Equity, Diversity and Inclusion
The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.
Accommodation
The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.
