Facilities Management Dispatch Coordinator - City of Toronto, Toronto

The Opportunity

Are you looking for City of Toronto jobs Toronto that make a real impact on urban infrastructure? The City of Toronto is seeking a dedicated Facilities Management Dispatch Coordinator to join its Corporate Real Estate Management team. This vital full-time, permanent role is central to ensuring the efficient operation and maintenance of City facilities across Toronto, including park washrooms, Fleet, and Ferry Operations. You will be instrumental in triaging service requests, coordinating skilled technicians and external vendors, and upholding the highest standards of safety and operational compliance.

Who We're Looking For

We are seeking a highly organised and proactive individual with a strong background in facilities management operations. If you thrive in a dynamic environment and possess the skills to manage complex dispatch workflows, this could be an excellent opportunity to advance your career in administration jobs Toronto.

• 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 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.

Responsibilities

As a Facilities Management Dispatch Coordinator, you will play a critical role in the daily operations of City facilities. Your responsibilities will span from initial intake of service requests to ensuring their timely and safe resolution, maintaining strict compliance with operational standards and health regulations.

• 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.

About the Employer

The City of Toronto is one of Canada's largest employers, offering diverse City of Toronto careers and a commitment to its employees and residents. As an equal opportunity employer, the City is dedicated to fostering an inclusive workplace culture that reflects the diverse communities it serves. The City of Toronto also provides barrier-free and accessible employment practices, offering Code-protected accommodation throughout the recruitment process to meet individual needs.