Facilities Management Help Desk Manager, Facilities Management R0150486

Position: Facilities Management Help Desk Manager, Facilities Management [R0150486]
** The University of Nevada, Las Vegas invites applications for
** Facilities Management Help Desk Manager, Facilities Management [R0150486]
***** Operations Oversight:
Direct day-to-day help desk operations, ensuring accurate logging, prioritization, completion of service requests and work orders, account review. Maintain policies, escalation protocols, and CMMS documentation.
* Customer Service Leadership:
Serve as the primary liaison between FM staff, contractors, and campus stakeholders; ensure professional, transparent, and timely communication that builds trust and satisfaction.
* Performance & Data Management:
This position is key to driving data-informed process improvements across all maintenance operations. Establish and Monitor KPIs such as response times, resolution rates, and customer satisfaction. Develop and generate service reports that inform staffing, preventive maintenance, and capital investment.
* Strategic Alignment:
Collaborate with FM leadership to align help desk operations with broader departmental goals, contribute to project planning, and recommend improvements in technology and workflows. A critical function of this role is performing root cause analysis (RCA) on maintenance data to identify systemic failures and inform strategic decisions that directly influence trade shop staff management and workload distribution.
* Emergency Response:
Coordinate communication and resource deployment during critical events, serving as the command hub for campus facilities-related emergencies.
* Stakeholder Engagement:
Oversee the building liaison network, coordinate meetings and agendas, and partner with other Business Affairs departments to resolve issues and improve processes.
* Staff Supervision & Development:
Recruit, train, and manage help desk staff while fostering a culture of service excellence, teamwork, and accountability.
* Continuous Improvement:
Study and apply industry best practices, recommend technology solutions, and drive initiatives that improve operational efficiency, service delivery, and customer experience.

UNLV may consider additional relevant experience in place of formal education requirements:
* In lieu of a bachelor’s degree, applicants may qualify with four additional years of relevant experience, or with an associate's degree plus two additional years of relevant experience.
* For positions requiring a master’s degree, acceptable equivalents include:  + Six additional years of relevant experience  + A bachelor’s degree plus two additional years of relevant experience  + An associate degree plus four additional years of relevant experience
* Competitive total rewards package including:
* No state income tax
* Tuition discounts at Nevada System of Higher Education (NSHE) schools
* Tuition discounts for spouses, domestic partners, and dependents
* Paid time off, sick leave, and holidays
* Excellent health insurance including medical, dental and vision
* Comprehensive retirement plans and voluntary benefits programs

Applicants should fully describe their qualifications and experience, with specific reference to each of the minimum and preferred qualifications because this is the information on which the initial review of materials will be based. Materials should be addressed to
** Michael Bailey**, Search Committee Chair.

Veterans are encouraged to apply. UNLV values the skills of those who have served. Learn more at  or contact vetjobseekers for support.

The University of Nevada, Las Vegas, does not discriminate on the basis of sex in any education program or activity that it operates. Non-discrimination on the basis of sex is mandated by Title IX of the Education Amendments of 1972 (20 U.S.C. §§ 1681 et seq.) and the corresponding implementation regulations (34 C.F.R. Part 106). The University’s commitment to nondiscrimination in its education programs and activities extends to applicants for admission and employment.

Inquiries concerning the application of these provisions may be referred to:
Michelle Sposito, J.D., Title IX Coordinator, University of Nevada, Las Vegas, 4505 S. Maryland Parkway, Mail Stop 1062, Las Vegas, NV , Campus Services Building (CSB) Room…