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 robust 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 rapid – paced, multi- site environment
Strong organizational , multitasking and communication skills

📌 Facility Manager Gurugram
🏢 JLL
📍 Gurugram