What are the responsibilities and job description for the Facilities Manager position at Helping Hands Family?
As the Facilities Manager, you will oversee the day-to-day operational excellence of our growing clinic network. You will be responsible for developing and managing the systems, processes, and vendor relationships that ensure all facilities operate safely, efficiently, and consistently. As the organization continues to expand, you may also have the opportunity to build and lead a regional facilities management team.
Location: Remote (PA/Mid-Atlantic region), 20-30% travel
Key responsibilities
Ticket Management & Issue Resolution (50%)
- Own end-to-end facilities ticketing system (workflow tool-supported) for 40 clinic locations
- Triage and prioritize requests from clinic teams and regional operators
- Serve as primary on-call contact for facilities emergencies
- Track and report ticket volume, resolution times, recurring issues, vendor performance
Vendor Relationship Management (30%)
- Oversee and optimize vendor relationships across multiple service categories (e.g., HVAC, plumbing, electrical, cleaning, landscaping)
- Build preferred vendor network with clear service level agreements (SLAs), pricing frameworks, and performance expectations
- Evaluate vendor quality and cost-effectiveness; upgrade underperforming relationships
- Work with Director of Real Estate to price agreements and ensure competitive rates
Process & System Building (15%)
- Design facilities management playbook: including SOPs, decision frameworks, and escalation protocols
- Define issue categorization and resolution SLAs
- Build workflows and automations in the workflow tool for ticket routing and vendor coordination
- Create reporting dashboards to track key metrics such as ticket volume, resolution time, spend by category, and recurring issues
Cross-Functional Collaboration (5%)
- Partner with Director of Real Estate on facilities strategy and capital planning
- Train regional operators and clinic teams on ticket submission protocols
- Provide input on facility design standards to prevent recurring maintenance issues
Qualifications
Required:
- 2 years multi-site facilities management (commercial RE, retail, healthcare, or similar)
- Vendor management at scale: Experience managing 5 vendor relationships, know how to get quality work at fair prices
- Technical fluency: Understand HVAC, electrical, plumbing enough to evaluate vendors and spot problems
- Cost estimation skills: Able to evaluate and forecast project costs accurately
- Systems thinker: Experience with ticketing/work order systems
- Orientation to action: Demonstrates strong problem-solving skills an makes informed decisions quickly, even with limited information
- Effective communications: Communicates clearly and proactively across all levels of the organization – up, down, and laterally
- Bachelor's degree
Preferred:
- Healthcare or therapy environment experience
- Ready to manage a team (have managed before or eager to build/lead regional FM team)
- Experience with EcoTrak or similar ticketing tools
- Multi-state facilities experience
- Budget oversight experience
Ready to Make a Difference? Apply Now!
Helping Hands Family (HHF) is Great Place to Work Certified™ in 2021, 2022, 2023, and 2024. We are a top-rated ABA provider dedicated to a supportive and inclusive culture. We offer rewarding work experiences, including making a lasting impact on children's lives.
All offers of employment are contingent upon the successful completion of a comprehensive background check. This includes Social Security and identity verification, reference checks, criminal history check, fingerprint screening, and any other relevant checks to ensure the safety and well-being of the children we serve. All new hires must complete E-Verify as required by USCIS. HHF does not provide immigration sponsorship for any roles at this time.
Helping Hands Family is dedicated to a supportive, inclusive culture. From growing our team to the client treatment plans, we have committed to celebrating differences and helping everyone reach their highest potential. HHF is an equal opportunity employer and does not discriminate against any employee or applicant for employment based on race, color, religion, national origin, age, gender, sex, ancestry, citizenship status, mental or physical disability, genetic information, sexual orientation, veteran status, or military status.