FM Helpdesk Supervisor

About the role

We are looking for an experienced FM Helpdesk Supervisor to lead our Facilities Management helpdesk and call centre operations. You will ensure that all service requests are recorded, prioritised, assigned, monitored, escalated and closed in line with contractual SLAs and service standards.

Key responsibilities

• Supervise daily FM helpdesk and call centre activities, including rosters, workload distribution and service quality.
• Ensure calls, emails, WhatsApp and portal requests are accurately logged in the CAFM/helpdesk system.
• Monitor work orders, response times, closures and SLA compliance.
• Coordinate with FM teams, contractors and clients to achieve timely resolution of requests.
• Handle escalations, emergency incidents, complaints and potential SLA breaches.
• Prepare daily operational reports and monthly KPI dashboards.
• 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.
• Strong leadership, communication and coordination abilities.
• Excellent English; Arabic is an advantage.

Required skills

• Proficiency with CAFM/helpdesk systems.
• Experience with Oracle ERP or Maximo (advantage).
• Advanced Excel and reporting capabilities.
• Knowledge of FM operations, preventive maintenance (PPM), SLAs and KPI reporting.