FM Helpdesk Coordinator / Supervisor

About the role

The Facilities Management department is looking for an experienced FM Helpdesk Coordinator/Supervisor to lead the helpdesk and call centre operations. You will ensure service requests are recorded, prioritised, assigned, monitored and closed in line with contractual SLAs and service standards.

Key responsibilities

• Supervise daily FM helpdesk and call centre activities, including roster planning, workload distribution and service quality monitoring.
• Log calls, emails, WhatsApp and portal requests accurately in the CAFM/helpdesk system.
• Track work orders, response times, closures and SLA compliance, preparing daily and monthly KPI reports.
• Coordinate with FM teams, contractors and clients to achieve timely resolution of requests and handle escalations, emergencies and complaints.
• Coach and monitor call centre agents to maintain high service standards.

Required profile

• Diploma or Bachelor’s degree in Facilities Management, Business Administration, Engineering or a related field.
• 3–5 years of experience in FM helpdesk, call centre supervision, customer service or operations coordination.
• Knowledge of FM operations, preventive maintenance (PPM), SLAs and KPI reporting.
• Strong leadership, communication and coordination abilities.
• Excellent English; Arabic is an advantage.

Required skills

• Experience with CAFM/helpdesk systems.
• Familiarity with Oracle ERP or Maximo.
• Advanced Excel reporting skills.