FM Helpdesk Supervisor

About the Role

We are seeking a seasoned FM Helpdesk Supervisor to join our Facilities Management Department. This role involves overseeing helpdesk and call center activities, ensuring all service requests are promptly registered, prioritized, assigned, tracked, escalated, and closed while adhering to service level agreements (SLAs) and quality benchmarks.

Key Responsibilities

• Manage daily helpdesk and call center operations covering staff schedules, workload, and maintaining high service quality.
• Accurately record incoming service communication through calls, emails, WhatsApp, and portal requests using CAFM/helpdesk platforms.
• Track work orders, response intervals, closures, and compliance with SLAs.
• Collaborate with FM teams, contractors, and clients to ensure prompt resolution of service requests.
• Address escalations, handle emergency incidents, complaints, and monitor for any risks to SLA adherence.
• Generate daily logs and monthly KPI performance reports.
• Provide coaching and oversight to call center agents to uphold service excellence.

Qualifications and Experience

• Diploma or Bachelor's degree in Facilities Management, Business Administration, Engineering, or a related discipline.
• 3 to 5 years of experience managing FM helpdesk, supervising call centers, customer service, or coordinating operational activities.
• Proficient with CAFM/helpdesk software; familiarity with Oracle ERP or Maximo systems is a plus.
• Understanding of Facilities Management processes, Planned Preventive Maintenance (PPM), SLAs, and KPI reporting.
• Strong leadership capabilities and excellent communication skills.
• Advanced Microsoft Excel and reporting skills.
• Fluent in English; Arabic proficiency is advantageous.