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Facilities Helpdesk Manager

Jones Lang LaSalle Property Consultants (India) Pv t. Ltd.

5 - 10 years

7 - 12 Lacs

pune

Posted:2 days ago| Platform:

Apply

Skills Required

facilities helpdesk management operations management project management facilities management cafm systems customer service operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are seeking an experienced and dynamic Facilities Helpdesk Manager to lead our facilities support team. The ideal candidate will be responsible for managing the day-to-day operations of our facilities helpdesk, ensuring high-quality support services, and driving continuous improvement in our Facilities Helpdesk management processes.Key Responsibilities:

Oversee and manage the facilities helpdesk team, including hiring, training, and performance evaluation

Establish service level agreements (SLAs) and performance metrics for the helpdesk operation

Develop and implement facilities management policies, procedures, and best practices

Monitor and analyze helpdesk metrics to identify trends, recurring issues, and ensure SLAs are met

Manage work order escalation processes and ensure timely resolution of complex facilities issues

Oversee the ticketing system, ensuring proper logging, tracking, and resolution of all facilities-related requests

Collaborate with maintenance, security, housekeeping, and other facility teams to improve service delivery

Maintain and monitor facilities management tools and processes

Prepare regular reports on helpdesk performance, ticket volumes, and resolution times

Stay updated with the latest facilities management trends and technologies

Communicate with vendors/ contractors related to ticket management performance

Ensure compliance with health and safety regulations and building codes

Develop and maintain standard operating procedures for the helpdesk function

Qualifications:

Bachelor's degree in Facilities Management, Business Administration, or related field

5+ years of experience in facilities management/customer service operations, with at least 3 years in a managerial capacity

Strong knowledge of facilities management principles and best practices

Experience with CAFM systems and work order management software (e.g., ServiceNow)

Strong knowledge of facilities management software and ticketing systems

Excellent leadership and team management skills

Strong analytical and problem-solving abilities

Excellent communication skills in English and local language

Professional certifications such as FMP or CFM will be an added advantage

Experience in managing multiple site locations is a plus

Skills and Competencies:

Ability to work under pressure and manage multiple priorities

Strong customer service orientation

Excellent interpersonal and conflict resolution skills

Proactive approach to identifying and resolving facilities issues

Ability to coordinate emergency response procedures

Strong project management skills

Budget management experience

Proficiency with MS Office and facilities management software

Strong analytical and reporting capabilities

Adaptability in a fast-paced environment

What We Offer:

Competitive salary package

Health insurance and other benefits

Opportunities for professional development and career growth

Dynamic and collaborative work environment

Exposure to modern facilities management technologies and practices

To apply, please submit your resume with the subject line "Facilities Helpdesk Manager" along with your expected salary and availability to join.

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Facilities Helpdesk Manager