Service Administrative Supervisor

Sets intake, prioritization, and escalation decisions for the admin team within delegated authority, protecting capacity, service commitments, and agreed delivery standards.

Oversees purchase order lifecycle management across all accounts: tracking utilization against contract value, flagging at-risk thresholds, and coordinating change orders before limits are breached.

Manages change order administration end-to-end: initiating requests, routing them for approval, and ensuring bookings and work orders reflect approved commercial scope.

Oversees invoicing runs across the account portfolio, ensuring invoices are accurate, aligned with the applicable billing arrangement, and issued on time.

Monitors contract expiry and renewal timelines across the account portfolio; proactively flags upcoming renewals, excess charges, rate-review opportunities, and scope changes to leadership and account executives.

Ensures the billing record for every account is current and accurate, serving as the source of truth for billing arrangements, invoicing cadence, and distribution.

Monitors account-level financial metrics and supports budgeting and forecasting in partnership with the Service Manager and Finance.

Owns billing accuracy as a data-quality function; reviews and approves billing-impacting reclassifications within delegated authority and escalates exceptions as required.

Serves as the escalation point for billing disputes, purchase order queries, and invoicing questions, coordinating resolution with the appropriate owner.

Owns service management platform administration at the configuration level, including automations, routing rules, service level configuration, user and group management, and change control; configuration changes must be tested and documented before production release.

Oversees timesheet and time-entry system administration, including the approver model, period and month-end close, charge-code setup, and recurring reconciliation confirming system hours match ticket hours.

Administers the customer onboarding workflow tool, including task configuration, automation logic, request forms, and ownership references, keeping them current through personnel changes.

Maintains booking, work order, and charge-code administration in the commercial system of record.

Owns document-control standards for the admin team, including version hygiene and publication of new procedures.

Owns the admin team’s execution of the administrative customer onboarding process, from intake validation through account build, booking setup, billing summary completion, and go-live confirmation.

Maintains onboarding delivery standards, tracks milestone risk, and drives recovery plans or timely escalation when tasks are at risk of slipping.

Builds and continuously improves the administrative portion of the onboarding process, not just execution within it.

Oversees administrative field dispatch coordination, ensuring unresolved dispatch tickets are assigned, escalations are owned through resolution, and after-hours and cross-time-zone coverage is maintained in coordination with leadership.

Ensures dispatch automation is correctly configured, tested, and current; accurate dispatch routing supports both billing accuracy and service delivery.

Coordinates on-call rotation execution and schedule management with leadership, consistent with applicable company policies and coverage requirements.

Owns Quarterly Business Review data compilation and analysis, presenting financial and operational performance in a format leadership can act on.

Prepares and delivers monthly and quarterly reports on invoicing performance, purchase order health, onboarding pipeline status, and account financial metrics.

Serves as the operational interface between the admin team and internal stakeholders, including Sales, Finance, account executives, and branch leadership; fields requests, assesses capacity and priority, and pushes back constructively when asks fall outside scope or would compromise existing commitments.

Builds, maintains, and improves the admin team’s procedure library so every recurring function has a written, approved procedure.

Runs the quarterly ownership review, including backup verification, confirming every function has a tested backup.

Identifies process gaps and broken workflows and drives practical improvements as part of the role.

Executes all work in accordance with applicable regulations, general best practices, and company health, safety, and compliance policies.

Performs other duties and responsibilities as requested or required.