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The University of Nevada, Las Vegas invites applications for Facilities Management Help Desk Manager, Facilities Management [R0150486]

ROLE of the POSITION

The Help Desk Manager provides leadership and strategic oversight for UNLV Facilities Management’s (FM) Help Desk, the central hub for service requests, work orders, and maintenance support across Shadow Lane Campus and Maryland Campus. Supporting approximately 300 FM employees across nine trade shops, Custodial Services, and Grounds and Landscaping, the manager ensures efficient intake, tracking, prioritization, dispatching and assigning work, and resolution of requests through FM’s computerized maintenance management system (CMMS). The Help Desk Manager develops and sets service standards, supervises help desk staff, and fosters a customer service culture that directly impacts the campus experience for thousands of students, faculty, and staff.

In this role, the manager also collaborates with senior FM leadership, trade supervisors, contractors, and university partners to align help desk operations with departmental goals and customer expectations. By analyzing service request trends, the manager identifies systemic issues, supports preventive maintenance and resource planning, and contributes to capital project decision-making. Further, they support the FM maintenance mission by assigning work as either routine or billable.  The Help Desk Manager also plays a key role in urgent response situations, acting as a command-and-control center during events such as water leaks, power failures, and HVAC outages, ensuring effective coordination and communication between FM and BA staff, building liaisons, FM customers, utility and service providers.

Core Responsibilities:

• Operations Oversight: Direct day-to-day help desk operations, ensuring accurate logging, prioritization, completion of service requests and work orders, account review. Maintain policies, escalat