Work Control Unit Manager - Beirut

Role Summary

The Work Control Unit Manager is primarily responsible for overseeing the planning, supervision, and coordination of the Work Control Unit’s (WCU) operations, ensuring service goals and service level agreement (SLA)s are met. This role manages WCU staff, helpdesk support, monitors customer satisfaction, resolves issues, and implements Physical Plant workflow controls. The manager also supports inter office processes, assists the Director in setting KPIs, and gathers data for reporting.

Main Duties & Responsibilities

• Oversees the helpdesk operations in managing the service requests, dispatching, follow-up and providing feedback to end-users
• Responds to complaints and develops a problem-solving plan in coordination with concerned parties to ensure the satisfaction of the end-user, which includes the management of the helpdesk operation
• Coordinates with Business Office on matters regarding invoices including audit, control and chargeable requests against LAU maintenance and repair procedures
• Participates in the preparation of the workflow processes, logs and update of the required documentation and follows-up on the implementation
• Oversees and ensures the smooth coordination of maintenance activities, including external contractors to ensure all work is carried out in accordance within standards, timelines, and safety regulations
• Updates and implements the signage system within the campus on facilities and grounds, and oversees the asset transfer / disposal process
• Administers keys management and access control requests within campus by ensuring that LAU access procedure is duly met by keeping the keys/access records up to date
• Coordinates emergency requests and liaises among concerned parties
• Develops a yearly comprehensive KPI report, including campus facts and figures and divisional performance parameters for information, assessment and analysis
• Conducts surveys, prepares reports, tables, and charts and produces new forms that facilitate the work of Physical Plant staff
• Maintains office records; locates and compiles data; devises and systematizes practical and reliable archiving systems to suit the division’s requirements
• Manages WCU team, contractual staff, and daily workers, and handles petty cash
• Receives, logs and dispatches documentation related to the Capital and Renovation projects. Prepares weekly lists of pending submittals for each Capital Project
• Sets clear goals, expectations, and priorities for the team and tracks progress. Monitors individual and team performance regularly. Provides the needed support, guidance and directions to the coordinators to develop and maintain a service-oriented unit
• Fosters a collaborative and inclusive team culture that prioritizes staff success
• Organizes and implements WCU projects and initiatives such as sustainability initiatives, LAU recycling initiative, Earth Hour Day, etc.
• Ensures accurate and up-to-date maintenance of all WCU logs and related documentation
• Performs other duties pertinent to this job as assigned

Minimum Required Qualifications

• Bachelor degree with specialization in Business Administration or related field
• Minimum 8 years of experience, 5 of which in an administrative coordination capacity within the engineering and/or maintenance environment, and 3 in a supervisory role
• Strong interpersonal and communication skills in English and Arabic
• Strong customer service orientation and negotiation skills
• Ability to juggle multiple tasks
• Ability to work well within a team setting

Interested candidates should email their CVs with a letter of interest outlining the applicant’s relevant experience to vacancy9@lau.edu.lb, specifying the job title in the subject line. 

CVs should include the exact month and year while listing the candidate’s professional experience and educational background.

Closing date for accepting applications is Tuesday, May 20, 2025.

No applications will be accepted after this date, and only shortlisted candidates will be notified.

The Lebanese American University is an Equal Opportunity Employer.