Help Desk Manager

Role Coverage Multi-site helpdesk operations, Helpdesk ticket management (Corrigo), stakeholder coordination, KPI governance and service delivery

Team Size 3 Helpdesk Executives

1. Role Purpose

Manage day-to-day helpdesk operations for multiple client locations under the IFM contract, ensuring all client and internal FM service requests are accurately logged, assigned, tracked, updated and closed within agreed timelines. Lead three Helpdesk Executives, coordinate with respective site FM teams and support functions, and maintain agreed client KPIs, service quality and stakeholder relationships.

2. Key Responsibilities

Multi-Site Helpdesk Management

• Manage the central helpdesk operation covering multiple client locations under the IFM contract.
• Act as the primary coordination point for client stakeholders, site FM teams and internal support functions for service requests and complaints.
• Monitor all live complaints, service requests and work orders received through the Corrigo helpdesk platform.
• Ensure every ticket is correctly logged, categorised, prioritised, assigned to the responsible team and tracked through closure.
• Monitor ageing and overdue tickets and proactively escalate issues that may impact agreed SLAs/KPIs or client satisfaction.

Corrigo Helpdesk & Ticket Governance

• Own day-to-day operational governance of the Corrigo helpdesk tool for the assigned scope.
• Ensure tickets contain accurate status, comments, actions taken, responsible person, target dates and closure details.
• Track ticket lifecycle from creation through assignment, execution, completion and final closure.
• Ensure appropriate closure evidence and client confirmation are captured wherever required.
• Generate and review Corrigo reports, ticket ageing reports, SLA performance reports and open-ticket dashboards.
• Identify recurring complaints and ticket trends and highlight root causes and improvement opportunities.

Team Management Helpdesk Executives

• Lead and supervise three Helpdesk Executives responsible for monitoring live complaint and service-request tickets.
• Allocate work and priorities and ensure adequate helpdesk coverage.
• Conduct daily/periodic review of open, ageing, overdue and high-priority tickets.
• Coach the team on Corrigo usage, ticket management, escalation procedures, communication standards and KPI requirements.
• Monitor individual performance and identify training or process-improvement requirements.

FM Team & Internal Coordination

• Coordinate with Technical FM, Soft Services, Security, Projects, Procurement and other relevant teams for timely ticket resolution.
• Assign tickets to the appropriate site or functional team based on location, service category and responsibility.
• Follow up with site FM teams on pending actions and ensure committed timelines are maintained.
• Escalate resource, vendor, material, technical or client dependencies that may delay closure.
• Maintain clear communication between helpdesk, site teams and client stakeholders until resolution.

Client Relationship & Service Delivery

• Maintain professional and responsive communication with client stakeholders across assigned locations.
• Monitor client complaints and ensure acknowledgement, action and closure within agreed timelines.
• Support client review meetings with ticket performance, SLA/KPI status, ageing analysis and improvement actions.
• Identify recurring service issues and coordinate corrective actions with respective FM teams.
• Support customer satisfaction and continuous-improvement initiatives for the helpdesk scope.

KPI, SLA & Performance Management

• Maintain agreed client helpdesk KPIs and SLAs for response, assignment, resolution and closure.
• Track ticket volumes, response time, resolution time, ageing, overdue tickets, repeat complaints and closure performance.
• Prepare daily, weekly and monthly helpdesk KPI dashboards and management reports.
• Monitor SLA breaches and initiate timely escalation and corrective actions.
• Maintain performance records and supporting data for client reviews and contractual governance.

Documentation & Reporting

• Maintain accurate helpdesk records, ticket trackers, escalation logs and action trackers.
• Ensure required reports and dashboards are submitted within agreed timelines.
• Maintain records of recurring complaints, root-cause actions, client feedback and service improvements.
• Support audits and client due diligence by providing required helpdesk records, reports and closure evidence.

3. Key Performance Indicators

• Achievement of agreed client Helpdesk SLAs/KPIs.
• Ticket response, assignment and resolution within agreed timelines.
• Percentage of tickets closed within SLA and reduction of overdue/ageing tickets.
• Accuracy and completeness of Corrigo ticket updates and closure documentation.
• Client complaint closure and customer satisfaction performance.
• Performance and productivity of the three Helpdesk Executives.
• Timely submission and accuracy of daily, weekly and monthly KPI/MIS reports.
• Reduction of repeat complaints through effective coordination and corrective actions.

4. Qualifications & Experience

• Graduate / Diploma in Facility Management, Hospitality, Administration, Engineering or a related discipline.
• Typically 6–10 years of relevant experience in IFM, facility management, helpdesk, customer service or service operations.
• Experience managing a central or multi-site facility helpdesk operation is preferred.
• Hands-on experience with CAFM/CMMS/helpdesk platforms; Corrigo experience will be an advantage.
• Experience managing client complaints, service requests, SLA/KPI reporting and FM team coordination.
• Experience supervising helpdesk/customer-service teams and coordinating multiple stakeholders.

5. Key Skills

• Helpdesk & Multi-Site Operations Management
• Corrigo / CAFM / CMMS Ticket Management
• SLA / KPI Monitoring and Reporting
• Client Relationship & Complaint Management
• Team Leadership & Supervision
• Cross-Functional Coordination
• Ticket Escalation & Problem Solving
• Data Analysis, MIS & Dashboard Reporting
• Strong Communication and Stakeholder Management
• Customer Service & Continuous Improvement

Primary Accountability

Ensure effective multi-site helpdesk operations under the IFM contract, with clear ownership of Corrigo ticket governance, timely response and closure of client and internal FM service requests, performance of the three-member helpdesk team, SLA/KPI achievement, accurate reporting, stakeholder coordination and client satisfaction.