Facilities Service Desk Administrator

Company Description

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.  Please visit www.cmimgmt.com to learn more about our company!

Job Description

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.

Worksite Locations: Nashville, Knoxville, and Memphis

Key Job Functions

Service Request Intake, Dispatch, and Coordination

• 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.

Government Systems, Records, and Administrative Support

• 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.

Building Access and Customer Support

• 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 escalate service concerns.

Operational Monitoring and Emergency Communications

• Monitor service queues, facility notifications, and assigned operational alerts; take action or escalate 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.

Documentation, Quality Control, and Continuous Improvement

• 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.

Performance Reporting and Contract Support

• Compile accurate 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 activities, including orderly transfer of records, call lists, access information, Government-owned data, and other assigned administrative materials.

Qualifications

• High school diploma or equivalent required; associate degree or technical training in business administration, facilities management, information systems, or a related field preferred.
• 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 and 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 to 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.
• Familiarity with federal facilities operations, NCMMS, administrative systems, physical access control, quality control, or performance-based contracts is preferred.

Additional Information

COMPETENCIES FOR SUCCESS

• Teamwork
• Results orientation/operational excellence
• Holding self and other accountable
• Operational business thinking

All your information will be kept confidential according to EEO guidelines.

CMI is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans’ status, Indigenous status, or any other legally protected factors. Disability-related accommodations during the hiring selection process are available upon request.