Facilities Service Desk Administrator

CMI Management•Nashville, TN

6d•Onsite

About The Position

The Facilities Service Desk Administrator supports delivery of Integrated Facilities Management services across customer-owned facilities in Tennessee, with worksites in Nashville, Knoxville, and Memphis. The position is a central point of contact for facility service requests and supports accurate records in Government-approved systems, building access coordination, response activities, stakeholder communications, and timely, safe, compliant resolution of operational issues. The administrator receives, records, prioritizes, routes, monitors, and closes service requests; coordinates dispatch and responses across facilities, custodial, construction, subcontractor, and other service providers; and escalates urgent or significant issues. The role also supports Government-system records and contract administration, designated service-call and badge-enrollment desks, access records, operational alerts, emergency communications, documentation quality, performance reporting, and contract transition activities.

Requirements

High school diploma or equivalent.
Experience in a service desk, facilities helpdesk, call center, property-management office, or comparable customer-support environment.
Ability to support continuous service-request intake and work assigned shifts, including after-hours, weekends, or holidays when required by the staffing plan.
Proficiency with Microsoft 365 applications.
Experience using computerized maintenance management, work-order, ticketing, records-management, or project-management systems.
Strong customer service, written and verbal communication, prioritization, data-entry, records-management, and problem-escalation skills.
Ability to follow emergency, safety, security, privacy, and information-system procedures and handle Government and tenant information appropriately.
Ability to obtain and maintain required customer credentials, annual training, HSPD-12 clearance, building access, and Government system access, as applicable to assigned duties.

Nice To Haves

Associate degree or technical training in business administration, facilities management, information systems, or a related field.
Familiarity with federal facilities operations, NCMMS, administrative systems, physical access control, quality control, or performance-based contracts.

Responsibilities

Receive and manage facility service requests through 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 according to contract requirements, approved procedures, and response-time standards.
Coordinate responses involving 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.
Communicate service status, outages, access, scheduling, and closure information to requestors and stakeholders throughout resolution.
Use customer-approved applications and forms to support contract administration, records management, service delivery, and reporting.
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, and FENS, as authorized and required.
Protect Government information, follow applicable IT security policies and desk guides, and maintain required training, credentials, and system access.
Support designated administrative desk locations serving as service-call intake and building-access badge enrollment centers.
Coordinate Contractor, subcontractor, vendor, and authorized visitor access according to customer Physical Access Control System policy and site procedures.
Maintain key, badge, access, and related administrative records; promptly report lost, damaged, or unreturned Government property or credentials.
Provide professional and courteous support to tenants and Government stakeholders, resolving or appropriately escalating service concerns.
Monitor service queues, facility notifications, and assigned operational alerts, and take action or escalate according to 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 about 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.
Compile service-call information for monthly reporting, including activity by building and category, outstanding requests, response performance, recurring issues, and comparisons to prior periods.
Track performance against applicable service levels and Acceptable Quality Levels, including emergency and routine response, responsiveness to tenant concerns, and timely completion of assigned actions.
Support contract phase-in and phase-out, including orderly transfer of records, call lists, access information, Government-owned data, and other assigned administrative materials.