Job Description

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, 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.

This position requires occasional evening and weekend hour availability.

MINIMUM QUALIFICATIONS

This position requires a Bachelor's degree in Engineering (Mechanical, Electrical, or related field), Architecture, Facilities Management, Sustainability, Environmental Science, Energy Management, or a related field from an accredited college or university as recognized by the United States Department of Education and/or the Council on Higher Education Accreditation (CHEA) and a minimum of three (3) years of experience overseeing support services and help desk operations. And at least 3 years supervising staff in a customer service environment. Credentials must be obtained prior to the employment start date.

ACCEPTED EQUIVALENCIES FOR DEGREE REQUIREMENT

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

PREFERRED QUALIFICATIONS

Experience working in a higher education environment is preferred.

COMMITMENT to DIVERSITY and CAMPUS VALUES

A successful candidate will support diversity, equity, and inclusiveness and contribute to a respectful, positive work environment. They will use our to guide their decisions and actions and demonstrate our Rebel spirit.

SALARY

Salary range is $65,000 - 71,000, or commensurate with the labor market.

• Competitive total rewards package including:

  • Paid time off, sick leave, and holidays

  • Excellent health insurance including medical, dental and vision

  • Comprehensive retirement plans and voluntary benefits programs

• No state income tax

• Tuition discounts at Nevada System of Higher Education (NSHE) schools

• Tuition discounts for spouses, domestic partners, and dependents

PERKS & PROGRAMS

• Employee recognition and appreciation programs

• UNLV athletics ticket discounts

• Statewide employee purchase program discounts

• discounts on and off campus

• for all UNLV faculty and staff at no cost

• Opportunity for career advancements to leadership roles

• A comprehensive onboarding program,