Facility Manager

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

• 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.

Preferred Attributes

• 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

Scheduled Weekly Hours: 48

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.