Helpdesk/CAFM Manager

Job PurposeTo 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 operationsPosition/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, DutiesHelpdesk Operations ManagementManage 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 ManagementOversee 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 optimization.Work Order and SLA MonitoringMonitor 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 TrackingSupport 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 MonitoringPrepare 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 CoordinationAct 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 ImprovementSupervise 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 responsibilitiesEnsure 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 AntivirusRestrict use to authorized purposes, Protect access accounts, privileges and associated passwords.Accept accountability of his/her individual user accounts, and maintain confidentiality