• Bachelor’s degree in Business Administration, Information Technology, or Facilities Management, or a related field

• Professional certification/membership of a relevant recognized professional body.
  

• Minimum of 5 years experience in a similar role.
  

• Strong understanding of customer service principles and best practices.
  
• Basic understanding of computer hardware and software, networking concepts, and troubleshooting techniques.
• Knowledge of basic facility management principles, including maintenance, safety, and security.

Team Management and Supervision:

• Lead, supervise, and mentor a team of help desk technicians.
• Conduct performance reviews, provide feedback, and identify areas for improvement.
• Plan and manage staff schedules to ensure adequate coverage and efficient resource allocation.
• Identify training needs and conduct or coordinate training sessions to enhance team skills and knowledge.
• Resolve conflicts within the team and between team members and other departments.

Incident Management and Resolution:

• Oversee the tracking and resolution of all reported facility-related issues, including maintenance requests, equipment malfunctions, and emergency situations.
• Prioritize incidents based on severity and urgency, escalating critical issues to appropriate personnel.
• Conduct root cause analysis of recurring issues to identify and implement preventative measures.
• Maintain accurate and up-to-date records of all incidents and resolutions.

Customer Service and Communication:

• Provide excellent customer service to all internal and external customers, ensuring prompt and courteous assistance.
• Effectively communicate with clients, vendors, and other stakeholders regarding facility-related issues.
• Communicate effectively with clients and internal departments to resolve issues promptly and effectively.

Service Level Agreements (SLAs) Management:

• Establish and monitor service level agreements for all help desk services, ensuring timely resolution of incidents.
• Ensure that the help desk team meets or exceeds established service level agreements.
• Analyze SLA performance data to identify areas for improvement and optimize service delivery.