Helpdesk/CAFM Manager Job Abu Dhabi area,UAE/Dubai,Customer Service/HelpDesk

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…

Helpdesk​/CAFM Manager