The University of Nevada, Las Vegas (UNLV) appreciates your interest in employment. We ask that you keep in mind the following when completing your application:  

• Once you start the application process you cannot save your work. Please ensure you have all required attachment(s) available to complete your application before you begin the process.  
• Required attachments are listed below on the posting. Your application will not be considered without the required attachments.  
• Please note that applications must be submitted prior to the close of the recruitment.

Once a recruitment has closed, applications will no longer be accepted.  If you need assistance or have questions regarding the application process, please contact Human Resources at (702) 895-3504 or [email protected].

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 Campus Values 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.

BENEFITS OF WORKING AT UNLV

• 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

• RebelCard discounts on and off campus

• Wellness programming for all UNLV faculty and staff at no cost

• Opportunity for career advancements to leadership roles

• Connect with colleagues with shared interests 

• Personal and professional development opportunities

• A comprehensive onboarding program, Rebels: Onboard 

• Support and resources available for veteran applicants — contact [email protected] or visit our Veterans Webpage.

HOW TO APPLY

Submit a letter of interest, a detailed resume listing qualifications and experience, and the names, addresses, and telephone numbers of at least three professional references who may be contacted. References will not be contacted until the search chair notifies you in advance.

Applicants should fully describe their qualifications and experience, with specific reference to each of the minimum and preferred qualifications because this is the information on which the initial review of materials will be based. Materials should be addressed to Michael Bailey, Search Committee Chair.

Applications must be submitted electronically through Workday. Please note that emailed materials will not be accepted. 

Veterans are encouraged to apply. UNLV values the skills of those who have served. Learn more at Veterans Webpage or contact [email protected] for support.

For assistance with the application process, please review instructions on How to Apply. For further assistance contact UNLV Human Resources at (702) 895-3504 or [email protected].

SPECIAL INSTRUCTIONS FOR INTERNAL NSHE CANDIDATES

UNLV employees or employees within the Nevada System of Higher Education (NSHE) MUST use the “Find Jobs” process within Workday to find and apply for jobs at UNLV and other NSHE Institutions. Once you log into Workday, type "Find Jobs" in the search box which will navigate to the internal job posting site. Locate this specific job posting by typing the job requisition number, “R0150486” in the search box.

If you complete an application outside of the internal application process, your application will be returned and you will have to reapply as an internal applicant which may delay your application.

PROFILE of the UNIVERSITY

Founded in 1957, UNLV is a doctoral-degree-granting institution comprised of approximately 30,000 students and more than 3,600 faculty and staff. To date, UNLV has conferred more than 152,000 degrees, producing more than 130,000 alumni around the world. UNLV is classified by the Carnegie Foundation for the Advancement of Teaching as an R1 research university with very high research activity, and is a recipient of the Carnegie Classification for Community Engagement. The university is committed to recruiting and retaining top students and faculty, educating the region's diversifying population and workforce, driving economic activity through increased research and community partnerships, and creating an academic health center for Southern Nevada that includes the launch of a new UNLV School of Medicine. UNLV is located on a 332-acre main campus and two satellite campuses in Southern Nevada.

Here at UNLV, we have come together and created one of the most affirmative and dynamic academic environments in the country. UNLV sits in the top spot in U.S. News & World Report's annual listing of the nation's most diverse universities for undergraduates. The university has ranked in the top ten since the rankings debuted more than a decade ago. We continue to show our commitment to serving our wonderfully diverse population and building the future for Las Vegas and Nevada.

For more information, visit us on line at: http://www.unlv.edu

EEO/AA STATEMENT

The University of Nevada - Las Vegas (UNLV) is committed to providing a place of work and learning free of discrimination on the basis of a person’s age (40 or older), disability, whether actual or perceived by others (including service-connected disabilities), gender (including pregnancy related conditions), military status or military obligations, sexual orientation, gender identity or expression, genetic information, national origin, race (including hair texture and protected hairstyles such as natural hairstyles, afros, bantu knots, curls, braids, locks and twists), color, or religion (protected classes). Discrimination on the basis of a protected class, including unlawful harassment, which is a form of discrimination, is illegal under federal and state law. Where unlawful discrimination is found to have occurred, UNLV will act to stop the unlawful discrimination, to prevent its recurrence, to remedy its effects, and to discipline those responsible. Women, minorities, and veterans are encouraged to apply.

TITLE IX STATEMENT

The University of Nevada, Las Vegas, does not discriminate on the basis of sex in any education program or activity that it operates. Non-discrimination on the basis of sex is mandated by Title IX of the Education Amendments of 1972 (20 U.S.C. §§ 1681 et seq.) and the corresponding implementation regulations (34 C.F.R. Part 106). The University’s commitment to nondiscrimination in its education programs and activities extends to applicants for admission and employment. Inquiries concerning the application of these provisions may be referred to: Michelle Sposito, J.D., Title IX Coordinator, University of Nevada, Las Vegas, 4505 S. Maryland Parkway, Mail Stop 1062, Las Vegas, NV 89154-1062, Campus Services Building (CSB) Room 246, Telephone: (702) 895-4055; Email: [email protected], or to The Assistant Secretary of the United States Department of Education, U.S. Department of Education, Office for Civil Rights, 400 Maryland Avenue, SW, Washington, D.C. 20202-1100; Telephone: 1-800-421-3481 FAX: 202-453-6012; TDD: 1-800-877-8339; Email: [email protected]; or to both.  

Information pertaining to the University’s grievance procedures and grievance process, including how to report or file a complaint of sex discrimination, how to report or file a formal complaint of sexual harassment, and how the University will respond can be found online at the Office of Equal Employment & Title IX webpage.

SAFETY AND SECURITY STATEMENT

UNLV is committed to assisting all members of the UNLV community in providing for their own safety and security. The Annual Security Report and Annual Fire Safety Report compliance document is available online.

JOB CATEGORY

Administrative Faculty

Exempt

Yes

Full-Time Equivalent

100.0%

Required Attachment(s)

Cover letter, resume, and three professional references

Posting Close Date

01/31/2027

Note to Applicant

This position may require that a criminal background check be conducted on the candidate(s) selected for hire.  

HR will attempt to verify academic credentials upon receipt of hiring documents. If the academic credentials cannot be verified,  HR will notify the faculty member that an official transcript of their highest degree must be submitted within thirty days of the faculty member’s first day of employment. 

References will be contacted at the appropriate phase of the recruitment process.  

As part of the hiring process, applicants for positions in the Nevada System of Higher Education may be required to demonstrate the ability to perform job-related tasks.  

For positions that require driving, evidence of a valid driver's license will be required at the time of employment and as a condition of continued employment.  

All document(s) must be received on or before the closing date of the job announcements (if a closing date is provided).

Recruitments that provide a work schedule are subject to change based on organizational needs.