Senior Helpdesk & CAFM Operations 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

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.