Ticket Operations Manager Jobs in Bothell, WA (NOW HIRING)

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Sound Behavioral Health is growing, and we are hiring a facilities manager in Tukwila, WA! Sound is one of King County's most comprehensive providers of quality mental health and addiction treatment services, supporting our area's most vulnerable populations. 

The Facilities Manager oversees all day-to-day operations of the Facilities, Maintenance, and Environmental Services (EVS) teams. This role ensures that all work orders and service tickets are completed in a timely, high-quality manner while maintaining a safe, efficient, and well-functioning physical environment. The Facilities Manager is also responsible for managing departmental spending, optimizing resource allocation, and ensuring compliance with organizational, regulatory, and safety standards.

Primary Location: 6400 Southcenter Blvd, Tukwila, WA 98188. 

Schedule: Typically Monday-Friday 7:00am-4:00pm with flexibility to resolve emergent issues. 

Applications are accepted until June 8. 

ESSENTIAL FUNCTIONS AND DUTIES

Operational Leadership

• Lead, supervise, and support Facilities Maintenance and EVS staff, including technicians, leads, and contractors.
• Oversee daily workflow, ensuring appropriate staffing, scheduling, and task prioritization.
• Maintain a strong presence across all facilities to monitor work quality, safety, and team performance.

Work Order & Ticket Management

• Ensure all assigned tickets are triaged, assigned, and completed within established service-level expectations.
• Monitor ticket backlog, aging, and completion trends; proactively address delays or recurring issues.
• Implement and refine processes for efficient ticket routing, communication, and documentation.

Maintenance & Facilities Operations

• Oversee preventive maintenance programs for building systems, equipment, and infrastructure.
• Coordinate repairs, inspections, and vendor services to ensure operational continuity.
• Ensure compliance with safety, environmental, and regulatory requirements.
• Participate in a scheduled on-call rotation, providing 24/7 availability during assigned periods to address facility emergencies and urgent operational needs.

Environmental Services Oversight

• Manage EVS operations to maintain clean, safe, and sanitary environments across all facilities.
• Ensure adherence to cleaning protocols, infection control standards, and quality expectations.
• Monitor supply levels, equipment functionality, and workflow efficiency.

Budget & Spend Management

• Manage departmental budgets, including labor, supplies, equipment, and vendor contracts.
• Report on monthly spend, variances, and cost-saving opportunities.
• Approve purchases, review invoices, and ensure responsible stewardship of organizational resources.

Vendor & Contract Management

• Oversee relationships with external vendors, contractors, and service providers.
• Evaluate performance and ensure contract compliance.
• Coordinate large-scale repairs, capital projects, and facility upgrades.

Performance Monitoring & Reporting

• Develop and track KPIs related to ticket completion, response times, preventive maintenance, and EVS quality.
• Provide regular updates to leadership on operational performance, risks, and resource needs.
• Recommend improvements to systems, processes, and workflows.

Team Development

• Recruit, train, and mentor team members to build a high-performing, customer focused department.
• Implement Lean learnings throughout the team and ensure compliance withstandards.
• Conduct performance evaluations and support professional development.
• Foster a culture of safety, accountability, and continuous improvement.

KEY WORK RELATIONSHIPSDevelops and maintains collaborative working relationships across departments, engaging with vendors, clients, team members, management, and leadership in a manner that values diverse perspectives and lived experiences. Contributes to a respectful and inclusive work environment by practicing cultural humility, promoting equity in services and decision-making, and supporting efforts that foster a sense of belonging for all.

EDUCATION AND EXPERIENCE

• Bachelor's degree in Facilities Management, Engineering, Business Administration, or a related field (or equivalent combination of education and experience).
• Minimum of 5 years of experience in facilities management, maintenance operations, or a related field.
• Experience supervising multidisciplinary teams, including maintenance, facilities, and environmental services (EVS).
• Demonstrated experience managing budgets and controlling departmental expenses.

KNOWLEDGE, ABILITIES, AND SKILLS

• Strong understanding of building systems, preventive maintenance programs, and applicable safety regulations.
• Excellent organizational, communication, and critical thinking/problem-solving skills.
• Ability to work effectively in a fast-paced environment with competing priorities.
• Demonstrated ability to plan, schedule, coordinate, and prioritize work; organize complex tasks; and manage multiple projects simultaneously.
• Proficiency with Microsoft Office applications, including Word, Excel, and Outlook.
• Strong supervisory and leadership skills, including the ability to delegate, monitor performance, mentor staff, and model appropriate workplace behavior.
• Ability to review, manage, and monitor contracts effectively.
• Strong verbal and written communication skills, with an emphasis on customer service and support.
• Ability to develop and maintain professional relationships with team members, clients, and vendors across diverse educational, cultural, and socioeconomic backgrounds.
• Ability to set and meet deadlines, work under pressure, and maintain high-quality standards.
• Ability to work independently with minimal supervision while managing multiple responsibilities and priorities.

CERTIFICATES, LICENSES & REGISTRATIONS

• Washington State driver's license and insurable driving record required.
• Must pass a criminal background check.

SENSORY/PHYSICAL/MENTAL REQUIREMENTSThe requirements described below are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sensory:

• Vision abilities, including close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus, with or without corrective lenses or other visual aids.
• Ability to read and interpret building plans, technical documents, safety reports, and digital work order systems.
• Ability to effectively communicate in person, over the phone, and via electronic communication methods.

Physical:

• Performs work across all areas of building systems maintenance and facilities projects.
• Regularly stands and uses hands for fingering, handling, or feeling; reaches with hands and arms.
• Frequently sits, walks, climbs ladders or stairs, balances, stoops, kneels, crouches, and crawls.
• Frequently lifts and/or moves up to 50 pounds and occasionally lifts and/or moves up to 75 pounds.
• Travels between multiple facility locations and responds to operational needs across sites.
• Works in confined spaces and is exposed to outdoor weather conditions as required.

Cognitive:

• Planning, prioritizing, and managing multiple concurrent work streams, projects, and service requests.
• Analysis of operational problems, identification of root causes, and implementation of timely and effective solutions.
• Sound judgment and decision-making in high-pressure, emergency, and after-hours situations.
• Oversight of budgets, monitoring of expenditures, and efficient allocation of resources.
• Interpretation and application of organizational policies, regulatory requirements, and safety standards (including OSHA and applicable local/state regulations).
• Supervision, coaching, and evaluation of staff performance across multiple functional teams.
• Coordination with internal stakeholders, external vendors, and contractors to ensure timely and effective service delivery.
• Adaptation to changing priorities, interruptions, and a fast-paced operational environment.
• Maintenance of accuracy and attention to detail while managing competing operational demands.
• Regular and reliable attendance, including responsiveness to urgent facility needs and participation in after-hours or on-call coverage as assigned

All Team Members at Sound working 40 hours per week will be eligible for the following benefits:

• Medical, Dental & Vision Insurance: Premium 100% paid by Sound for team member and child coverage to age 26, depending on plan selected. Spouse/Domestic Partner coverage available at team member's cost.
• Life Insurance (2x annual salary + additional $25,000): paid by Sound
• Long Term Disability Insurance (60% monthly salary): paid by Sound
• Retirement Plan: Sound contributes 3% to team member's plan; team member is 100% vested.
• Retirement Plan - 401(k) Plan, pre-tax and/or Roth: team member may contribute to their own plan.
• Health Savings Account: Sound contributes $1,133.33 (individual) or $2,266.67 (family) for eligible team members, pro-rated for new hires in first year.
• Flexible Spending Accounts: for health care and dependent day care costs (pre-tax)
• EAP: Employee Assistance Plan
• Vacation: 18 days per year, increasing with years of service
• Holidays: 9 days per year
• Sick Leave: 12 days per year
• Bereavement Leave: for death in the family
• Parking: Free at all Sound sites
• Training: Free in-house professional training and $400 annually + 3 paid days approved off-site training
• Service Award: at 5, 10, 15, 20, 25, 30, 35 & 40 years of service