Workplace Services Manager I

About the role

Supports space occupancy planning and data management requests related to low headcount move projects (including individual, transfers, offboards and leaves). Responsible for the lifecycle (open through completion) of SIM-T requests and FMS updates related to desk data corrections, daily services, and individual moves. Accountable for responding to customer requests according to severity within established Key Performance Indicators or Service Line Agreements while maintaining correspondence with end-users, following communication and customer service standards.

This position is required in office a minimum of 4 days a week.

Responsibilities

• SIM ticket management for Daily Service Tickets, Data Corrections, Individual Moves (L7 and below), Onboards/Transfers, Locker Management
• Meet all Service Line Agreement requirements by providing daily correspondence, updates and resolutions for client needs via ticketing system
• Order furniture and desktop technology per customer request and ensure deployment by scheduled date; perform quality control and close out ticket prior to Service Line Agreement expiration
• Manage vendor labor/provider services as appropriate to ensure timely completion of ticket requests
• Maintain database of project floor plans, space assignments, occupancy, vacancy and utilization data for assigned sites
• Conduct regular audits of the existing space for changes to architecture, FF&E (Furniture, Fixtures and Equipment) and signage; determine and submit actionable requests to responsible vendors post audit findings
• Develop, prepare and distribute cadenced and requested reports for select business units
• Manage strong multi-level customer contact and relationships and direct space needs
• Manage seat assignments with new hires, transfers, terminations and distribute to client and strategic planning teams as requested
• Perform onsite validation of daily services completion and quality standards
• Ensure systems reflect data accuracy that intersects with multiple programs
• Determine and execute resolution paths for last-minute customer requests and escalations at the direction of market service line leader
• Support the integrity and alignment of seat data across multiple platforms
• Manage multiple audit projects and team priorities simultaneously from inception to close out
• Provide measurable and timely response to client inquiries, work requests, and concerns
• Able to read and understand project documents including but not limited to: floor plan drawings, allocation plans and space data management documents and reports
• Maintain accurate seating and headcount data in client’s space management platform
• Periodic evening and weekend work required during high volume, building opening, relocation and employee move projects
• Attend trainings and action on updated process communications
• Other related duties as assigned

Requirements

• Minimum of 2-5 years of related experience
• Proficiency with Microsoft Office Suite, Microsoft Project, Microsoft Visio, and other data management software
• Must be able to exchange accurate information at various levels demonstrating the ability to build consensus for decision-making
• Role requires daily communication with client and team members
• Maintains a courteous and professional manner, works well in a team environment

Qualifications

• Associate degree or adjacent program completion preferred
• 2-3 years industry or related experience required
• High school diploma or GED required
• Previous space occupancy or data management experience preferred
• Experienced with Computer-Aided Facility Management (CAFM) systems preferred

Physical Requirements

• Position requires daily on-site attendance at the client site as assigned
• Some travel may be required to integrate, learn, and deliver
• Must be able to move within and between client buildings more than 50% of the day
• Regularly required to sit for long periods of time
• Occasionally required to stand and walk for extended periods, stoop, kneel, crouch, and crawl
• The person in this role needs to be able to occasionally lift up to 25 pounds

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act.