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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 MM

📌 Facility Manager Gurugram
🏢 JLL
📍 Gurugram