Facilities Service Desk Administrator

CMI is now a part of the Dexterra Group!
CMI Management LLC is headquartered in Alexandria, VA and is a proven provider of efficient business, technology and facilities management solutions designed to help government and commercial clients reduce operational costs, operate at optimum performance and access the information needed for daily and long-term productivity. CMI has been in business for over 30 years and is well established in the federal contracting arena.

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The Facilities Service Desk Administrator supports delivery of Integrated Facilities Management services across customer-owned facilities in Tennessee. The position serves as a central point of contact for facility service requests, maintains accurate records in Government-approved systems, coordinates building access and response activities, communicates service status to stakeholders, and supports timely, safe, and compliant resolution of operational issues.

• Receive and manage facility service requests by phone, email, approved Government systems, and other designated channels.
• Provide continuous service-request intake and coordinate dispatch for emergencies involving life safety, entrapments, critical system failures, or potential damage to federal property.
• Log, classify, prioritize, route, monitor, and close service requests in accordance with contract requirements, approved procedures, and applicable response-time standards.
• Coordinate responses performed by facilities engineering, custodial, construction, subcontractor, and other service providers, including services outside the Contractor’s direct scope.
• Escalate urgent, recurring, overdue, safety-related, or operationally significant issues to the appropriate authority.
• Maintain clear communication with requestors and stakeholders from intake through completion, including status, outage, access, scheduling, and closure information.

• Use customer-approved applications and forms to support contract administration, records management, service delivery, and reporting, including NCMMS and other systems assigned for the work.
• Enter and maintain complete, timely, and accurate service, asset, maintenance, subcontractor, custodial, inspection, permit, certification, and supporting documentation in the appropriate system of record.
• Assist with forms and records in Government applications such as RETA, EASi, ACRE, KAHUA, FENS, and successor systems, as authorized and required.
• Protect Government information, follow applicable IT security policies and desk guides, and maintain required training, credentials, and system access.

• Support operation of designated administrative desk locations serving as service-call intake and building-access badge enrollment centers.
• Coordinate Contractor, subcontractor, vendor, and authorized visitor access in accordance with the customer Physical Access Control System policy and site procedures.
• Maintain accurate key, badge, access, and related administrative records; promptly report lost, damaged, or unreturned Government property or credentials.
• Provide professional, courteous support to tenants and Government stakeholders and help resolve or appropriately

• Monitor service queues, facility notifications, and assigned operational alerts; take action or elevate in accordance with approved procedures.
• Immediately communicate major repairs, outages, life-safety concerns, entrapments, environmental or safety violations, and conditions that may affect facility operations.
• Draft and distribute approved tenant and stakeholder communications concerning facility conditions, projects, outages, service disruptions, and restoration status.

• Maintain desk procedures, call lists, contact rosters, templates, job aids, and records needed for consistent service delivery and transition continuity.
• Review records for completeness, accuracy, timeliness, and proper categorization; help identify repeat calls, backlog, data-quality issues, and service trends.
• Support root-cause review, corrective-action tracking, audit and inspection requests, and continuous-improvement activities under the Contractor’s Quality Control Program.