Work Order Manager

The Institute for Building Technology and Safety (IBTS) is seeking an experienced and organizedWork Order Managerto oversee the administration, coordination, and tracking of all service requests, work orders, and maintenance activities. This position will play a critical role in ensuring efficient operations across the department, enhancing service delivery to residents, and supporting the long-term sustainability of city infrastructure.

Responsibilities/Duties of this position

Work Order System Management

Implement, maintain, and optimize the department's computerized maintenance management system (CMMS) or work order tracking platform.

• Ensure accurate logging, assignment, and closure of work orders across multiple public works divisions (streets, drainage, etc.).

• Develop workflows, performance dashboards, and reporting tools for leadership and staff.

Coordination & Oversight

• Serve as the central point of contact for internal staff, contractors, and other departments regarding service requests and work order progress.

• Monitor work order timelines, budgets, and completion standards to ensure accountability.

• Assist with scheduling crews, prioritizing work, and allocating resources based on need, urgency, and available funding.

Data Analysis & Reporting

• Collect and analyze performance metrics (response times, backlogs, costs, etc.).

• Provide monthly and annual reports to department leadership, city administration, and elected officials.

• Identify trends, inefficiencies, and opportunities for process improvement.

Customer Service & Community Engagement

• Manage citizen service requests from 311 or other reporting systems, ensuring timely responses and follow-up.

• Communicate status updates to residents, stakeholders, and city leadership.

• Help build trust by ensuring transparency and responsiveness in service delivery.

Compliance & Process Improvement

• Maintain compliance with city policies, safety regulations, and applicable state/federal requirements.

• Assist in developing and updating standard operating procedures (SOPs).

• Recommend and implement improvements to enhance operational efficiency.

• Performs other duties as required by the Program Director and/or Public Works Director.

Education & Experience

• Bachelor's degree in Public Administration, Business, Engineering, Information Systems, or related field (preferred).

• Minimum of 3-5 years of experience in public works, municipal services, facilities management, or a related field.

• Experience managing or administering a CMMS or similar work order management software.

Key Skills/Compentencies for this position

Knowledge, Skills, and Abilities

• Strong organizational and project management skills.

• Proficiency in data management, reporting, and analysis.

• Familiarity with municipal operations, infrastructure systems, and service delivery.

• Excellent communication and interpersonal skills.

• Ability to manage multiple priorities in a fast-paced environment.

• Strong customer service orientation and problem-solving ability.

Personal Qualities
IBTS places a high value on certain personal traits that work toward creating a positive,
professional, and supportive work environment, which is essential for working together and achieving success. We believe "how" you achieve your results is as important as what you achieve. The following highlights the personal traits key for success within the organization.

• Strong Work Ethic
• Teachable/Continuous Learner
• Reliable/Dependable
• Collaborative/Team Contributor

• This position will require assisting with emergency response efforts as needed.
• Must be available to work outside of standard business hours, including nights, weekends, and holidays.
• Work will include time in the field, including outdoor environments and potentially adverse weather conditions.

Bring your passion, expertise, and experience to IBTS, where we appreciate and are committed to our employees. We offer outstanding benefits, growth opportunities, and work hard to maintain a culture that values our employees.

The Institute for Building Technology and Safety (IBTS) is a 501(c) (3) non-profit organization established to provide unbiased professional building code compliance services, while enhancing the communities in which we work. At IBTS, our mission is to deliver quality services to meet the challenges of governance at all levels while enhancing public safety, economic development, and the general welfare of the community. Our services include Building and Community Development, Energy and Sustainability Services, Disaster Planning and Recovery, Quality Assurance, as well as Compliance and Risk Monitoring.

IBTS is headquartered in Ashburn, VA, with additional offices in Louisiana, Missouri, New York, Puerto Rico, and Washington, DC.

We are committed to building a community of experts with diverse backgrounds, disciplines, and perspectives who are passionate about our mission. IBTS is proud to be an Equal Opportunity and Affirmative Action Employer that maintains a diverse and inclusive workforce. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, national origin, age, disability or sexual orientation. This opportunity is open to Section S3 Residents. Veterans and individuals with disabilities are encouraged to apply.

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