Facilities Helpdesk Manager

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