Helpdesk/CAFM Manager

Khidmah; Abu Dhabi; On-site; AED 180,000 - 280,000; Full time

Job summary

Khidmah in Abu Dhabi is seeking a Senior Helpdesk & CAFM Operations Manager to ensure service requests, complaints, work orders, and planned maintenance are accurately logged, tracked, and closed within SLAs and KPIs.

The role focuses on CAFM data accuracy, performance reporting, coordinating project teams and client representatives, and driving continuous improvement across facilities management activities.

Qualifications

• Bachelor’s degree or diploma in FM, business admin, IT, engineering or related field.
• CAFM, FM or customer service certification preferred.
• Strong knowledge of CAFM, SLAs, KPIs and work order management.

Responsibilities

• Manage the daily operations of the project Helpdesk and CAFM tasks to ensure timely handling of service requests, complaints and inquiries.
• Ensure all requests are logged, prioritized, assigned, monitored, updated, and closed in line with SLAs and client requirements.
• Monitor call handling, email responses, customer communication, and escalation processes.
• Oversee CAFM system administration and data accuracy across assets, locations and work orders.
• Coordinate with client representatives, project teams, subcontractors and internal departments to resolve requests efficiently.
• Prepare daily, weekly and monthly performance reports and dashboards.

Skills

Helpdesk operations

CAFM administration

SLA KPI reporting

Data analysis

Team supervision

Client coordination

Education

Bachelor’s Degree in Facilities Management or related

CAFM/FM certification

Tools

MS Office

CAFM software

Job description

• To manage the Helpdesk and CAFM operations for the NYU Project by ensuring all service requests, complaints, work orders, and planned maintenance activities are accurately logged, assigned, monitored, and closed within agreed SLAs and KPIs.
• The role is responsible for maintaining CAFM data accuracy, supporting operational performance, coordinating project teams and client representatives, and driving service efficiency, reporting quality, and continuous improvement.

Education & Qualification:

• Bachelor’s Degree or Diploma in Facilities Management, Business Administration, IT, Engineering, or related field.
• CAFM, FM, or Customer Service certification is preferred.
• Good knowledge of Helpdesk operations, CAFM, SLAs, KPIs, and work order management.
• Proficient in MS Office, especially Excel and PowerPoint.

Experience and Skills:

Industry Experience (No. of years):

• Minimum 6–8 years of experience in facilities management, Helpdesk operations, CAFM administration, service delivery, or project operations

Position/functional experience (No. of years):

• Minimum 4–6 years of hands-on experience in managing Helpdesk teams, CAFM systems, work order processes, SLA/KPI reporting, and client coordination.

Competencies and Skills:

• Strong knowledge of CAFM systems, Helpdesk operations, work order management, SLAs, and KPIs.
• Good understanding of FM operations, PPM, reactive maintenance, and service request workflows.
• Strong reporting, data analysis, dashboard, and documentation skills.
• Excellent team supervision, coordination, and follow-up skills.
• Strong client relationship and stakeholder management abilities.
• High attention to detail and data accuracy.
• Effective problem-solving, escalation, and complaint-handling skills.
• Excellent communication and customer service skills.
• Ability to work under pressure and manage multiple priorities.
• Proactive mindset with commitment to service excellence and continuous improvement.

Roles, Responsibilities, Duties

Helpdesk Operations Management

• Manage the daily operations of the project Helpdesk function to ensure timely and professional handling of service requests, complaints, and inquiries.
• Ensure all requests are logged, prioritized, assigned, monitored, updated, and closed in line with agreed SLAs and client requirements.
• Monitor call handling, email responses, customer communication, and escalation processes.
• Ensure the Helpdesk team delivers accurate, responsive, and customer-focused support to end users and internal teams.

CAFM System Management

• Oversee the effective use and administration of the CAFM system.
• Ensure all planned, reactive, corrective, and preventive maintenance activities are accurately recorded and tracked.
• Maintain data accuracy for assets, locations, work orders, priorities, service categories, schedules, and completion records.
• Support CAFM data updates, system improvements, user access coordination, and workflow optimisation.

Work Order and SLA Monitoring

• Monitor work orders from creation to completion to ensure timely response, attendance, and closure.
• Coordinate with hard services, soft services, supervisors, technicians, subcontractors, and operations teams to resolve requests efficiently.
• Escalate overdue, critical, repeated, or high-priority requests to the concerned teams and management.
• Verify closure details, completion evidence, client feedback, and required supporting documentation.

PPM Coordination and Tracking

• Support the scheduling, tracking, and reporting of Planned Preventive Maintenance activities.
• Ensure PPM tasks are generated, assigned, updated, and closed in the CAFM system as per approved schedules.
• Monitor PPM completion rates and highlight missed, delayed, or non-compliant tasks.
• Coordinate with technical and operations teams to maintain accurate PPM records.

Reporting and Performance Monitoring

• Prepare daily, weekly, and monthly reports on work orders, SLAs, KPIs, PPM performance, complaints, pending tasks, and service trends.
• Maintain dashboards, trackers, and performance summaries for management and client review.
• Analyze CAFM and Helpdesk data to identify recurring issues, service delays, and improvement areas.
• Ensure all reports are accurate, timely, and aligned with contractual and client requirements.

Client and Stakeholder Coordination

• Act as the main point of contact for Helpdesk and CAFM-related matters.
• Coordinate with client representatives, end users, project teams, subcontractors, and internal departments.
• Attend operational meetings and provide updates on work order performance, pending actions, and service trends.
• Support complaint resolution and ensure timely communication with all stakeholders.

Team Supervision and Continuous Improvement

• Supervise Helpdesk agents, CAFM coordinators, and assigned support staff.
• Allocate tasks, monitor performance, provide guidance, and ensure proper shift coverage.
• Train users and team members on CAFM processes, work order updates, reporting requirements, and service standards.
• Recommend improvements to enhance response times, data accuracy, workflow efficiency, and client satisfaction.
• Occupational and workplace Health and Safety responsibilities:
• In addition to all job specific responsibilities, all employees are required to adhere to all Khidmah health, safety and environmental (HSE) policies, procedures, practices, and relevant legal and statutory health, safety and environmental requirements and obligations. All employees are personally responsible to familiarize themselves with these policies, procedures, practices, updates, etc. Khidmah HSE department regularly updates existing and introduce new policies, procedures and practices and each employee is personally responsible to ensure they stay updated and compliant with all such updates and new additions.
• Information Security responsibilities:
• Comply with Khidmah Information Security Policies
• Be aware of and fulfil their information security responsibilities
• Ensure whoever handles sensitive company information have taken the Security Awareness Training
• Know how to report a security incident (to IT ServiceDesk or InfoSec).
• Not Disable his/her OS firewall and/or Antivirus
• Restrict use to authorized purposes, Protect access accounts, privileges and associated passwords.
• Accept accountability of his/her individual user accounts, and maintain confidentiality