Facilities Helpdesk Manager

1 day ago

Hyderabad, Telangana, India Jones Lang LaSalle Full time ₹ 9,00,000 - ₹ 12,00,000 per year
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
Location:

Jones Lang LaSalle

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