Facility Manager
Jll · Gurugram · onsite · Posted 39d ago
Not disclosedFresherfulltimeSourced from
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About this role
Job Title: Helpdesk Manager- Facility Management
Department: Facilities / Operations
Reports To: Account Director
Location: Gurugram
Employment Type: Full-Time
Job Summary:
We are seeking an experienced and proactive helpdesk manager to lead our helpdesk operations. This role is responsible for overseeing the day – to – day management of helpdesk services that support workplace services across all sites. The ideal candidate must have a strong background in facilities or property management support and excellent leadership, communication and presentation skills.
Key Responsibilities:
Department: Facilities / Operations
Reports To: Account Director
Location: Gurugram
Employment Type: Full-Time
Job Summary:
We are seeking an experienced and proactive helpdesk manager to lead our helpdesk operations. This role is responsible for overseeing the day – to – day management of helpdesk services that support workplace services across all sites. The ideal candidate must have a strong background in facilities or property management support and excellent leadership, communication and presentation skills.
Key Responsibilities:
- Manager Helpdesk Operations: Lead the helpdesk function that handles service requests, work orders, and facility related issues from employees & clients
- Staff Supervision: Manage a team of helpdesk executives and analysts , provide trainings , support and performance feedbacks to ensure high quality service delivery
- Service Request Oversights: Ensure timely logging, assignments & resolution of maintenance and repair tickets. Monitor SLA's and escalate urgent or unresolved issues
- Vendor & Technician Coordination: Liaise with internal soft & maintenance team to resolve / close the workorders within SLA across all sights.
- Reporting & Analytics: Generate & Analyze reports on ticket volumes, resolution times, service trends & compliance with KPIs, recommend process improvements based on data etc. Prepare and present helpdesk MMR every month with client.
- System Administration: Ensure proper categorization, routing and closure of all helpdesk tasks.
- Customer Service Focus: Act as a point of escalation for service-related issues, striving for a high level of internal customer satisfaction and continuous service improvements
- Compliance & Documentation: Maintain accurate records of service requests & resolutions. Make sure to comply with all audits related to Quality Assurance.
- Customer – Oriented with a proactive approach to problem solving
- Ability to thrive in a fast – paced, multi- site environment
- Strong organizational , multitasking and communication skills
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Skills
Help Desk Operationssystem administration