who we are

We are 23rd Group

By choosing 23rdGroup as your facility management provider, you are selecting a team with a culture steeped in improving the process for routine facility maintenance challenges, reducing costs and always delivering a superior customer service experience.

  • We continuously benchmark technicians through a detailed scorecard process that measures response times, satisfaction levels, administrative compliance, and first trip resolution rates.
  • We reduce performance times by ensuring our service teams are adequately stocked with appropriate materials and arrive on-site with sufficient manpower and equipment.
  • Our Service Team employs a pre-dispatch protocol, which properly triages service requests, identifies any warranty considerations, and confirms the objectives of the service request.
  • Our asset data system tracks: previously used materials, equipment repair history, special site conditions, landlord & equipment requirements, construction plans, and material lead-times, which are proven methods for reducing wasteful time on-site and eliminating redundant second trips.
  • Our warranty tracking system generates warranty alerts associated with defective materials on previously repaired assets and equipment.
  • Each proposal and invoice is validated through a complex process to ensure administrative and technical compliance.
  • Unlike a typical call center, each 23rdGroup client is provided a dedicated Customer Service Team that understands the unique process, expectations and needs for each brand we serve.
  • Our team relies on technology and industry models to develop task allowances on the appropriate ranges for on-site completion times for typical facility maintenance requests.
  • We utilize On Site IVR Validation and software integration to lower administrative costs.
  • For 3 consecutive years, we've made the Inc 5000 List, with 3-year revenue growth of 198%

Our super team

Gregg Ross, Co-Founder

Gregg Ross


Carl Paparella, Co-Founder

Carl Paparella


Mike Morelli, General Manager

Mike Morelli

General Manager

Shannon Csonka, Operations Supervisor

Shannon Csonka

Operations Supervisor

Jennifer Hogan, Training Manager

Jennifer Hogan

Training Manager

Abe Fromson, Business Development

Abe Fromson

Business Development

Jonathan Shively, Team Manager

Jonathan Shively

Team Manager

Billy Towle, Team Lead

Billy Towle

Team Lead

Tracey Deesing , Billing Lead

Tracey Deesing

Billing Lead

Sarah Towle, Team Lead

Sarah Towle

Team Lead