We are looking for an experienced facility help desk manager to oversee our facility support team in providing exemplary technical support to our clients. You will be responsible for training, supporting, and leading your team. You will also be required to manage ticket escalation and resolve any technical facility related- issues. Help Desk Manager Responsibilities: Managing and supporting a small team of facility help desk analysts. Mentoring your team, providing training, and conducting performance evaluations. Monitoring team performance and developing feedback reports for management. Communicating with clients and providing in-person and phone support, if required.Managing escalations and ensuring any issues are resolved in a timely manner. Making recommendations to improve operational efficiency. ESSENTIAL DUTIES AND RESPONSIBILITIES OF FACILITY HELP DESK TEAMProvides customer service by answering incoming service requests, via phone, chat, email & online requests from all business units on facility-related issues. Generates and dispatches service request work orders for completion by vendors. Schedules conference rooms and audio visual equipment. Responds to customer inquires and concerns. Follows up with customers to ensure customer satisfaction. Updates Customer service database, and spreadsheets as needed with updated service information. Contacts customer for additional information and communicating the steps in the work order process. Runs, reviews, and distributes various customer service reports as necessary. May generate and dispatch service request work orders for completion by vendors. May assist with the training of new hires and temporary employees on CMMS (Computer Maintenance Management System), customer service database, email, Live Chat and Call Center procedures. Provides informal assistance such as technical guidance and/or training to co-workers. Other duties may be assigned.Facility Help Desk Manager Requirements: Bachelor's degree holder in any degreeComputer savvy and familiar help-desk related platform, application and hardware At least two years of experience as a Help Desk Manager or in a technical support role. Strong technical background. Excellent analytical and troubleshooting skills. Ability to work under pressure. Excellent leadership and people management skills. Strong customer service skills.Very good client/stakeholder managementVery good understanding of Facility management (soft and hard services) will be a plus but not required Facility Help Desk Manager Requirements:Bachelor's degree holder in any degreeComputer savvy and familiar help-desk related platform, application and hardware At least two years of experience as a Help Desk Manager or in a technical support role.Strong technical background.Excellent analytical and troubleshooting skills.Ability to work under pressure.Excellent leadership and people management skills.Strong customer service skills.Very good client/stakeholder managementVery good understanding of Facility management (soft and hard services) will be a plus but not required