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Job Description:

Are you a technical expert in CAFM systems and Help Desk operations with a passion for driving operational excellence? We are seeking a Senior Manager – CAFM & FM System Operations to lead and manage the help desk operation and oversee integration with Computer-Aided Facility Management (CAFM) systems for a high-profile Facilities Operations Managing Agent Project in Riyadh. In this role, you will ensure efficient service request management and enhance overall FM service delivery.

As the Senior Manager – CAFM & FM System Operations, you will oversee the integration of the Helpdesk with the designated CAFM and overall operations, ensuring seamless coordination of service requests, asset management, maintenance scheduling, and reporting. This role requires a strategic leader with technical expertise in Helpdesk and CAFM systems and a strong background in Helpdesk operations, capable of driving continuous improvement and user satisfaction.

What You'll Be Doing:

Helpdesk Operations: Oversee the day-to-day operations of the Helpdesk, ensuring efficient logging, tracking, and resolution of service requests in alignment with service-level agreements (SLAs).

CAFM System Management: Lead the operation, maintenance, and optimization of the help desk system to support asset management, maintenance planning, and reporting functions.

Integration and Alignment: Ensure seamless integration between Helpdesk operations and CAFM systems, enabling real-time tracking and resolution of FM-related issues.

Performance Monitoring: Establish and monitor key performance indicators (KPIs) for Helpdesk operations, driving continuous improvement and operational efficiency.

User Support and Training: Provide training and support to Helpdesk and FM staff to ensure effective utilization of CAFM systems and adherence to service protocols.

System Enhancements: Identify opportunities for system upgrades, process improvements, and new features to enhance functionality and user experience.

Reporting and Analytics: Develop and maintain robust reporting capabilities within the help desk system, providing actionable insights to stakeholders on service performance and operational trends.

Compliance and Standards : Ensure all Helpdesk operations comply with organizational policies, industry standards, and regulatory requirements.

Vendor Management: Manage relationships with CAFM system vendors and service providers, ensuring timely support, updates, and issue resolution.

What Required Skills You'll Bring:

• Minimum 10 years' experience in managing Helpdesk operations and CAFM systems, preferably within large-scale facilities or infrastructure projects.

• Strong knowledge of service request management, asset management, maintenance planning, and reporting functions within CAFM platforms.

• Proven expertise in optimizing Helpdesk workflows and integrating them with CAFM systems to enhance service delivery.

• Excellent analytical and problem-solving skills, with the ability to identify inefficiencies and implement effective solutions.

• Strong leadership and communication skills, with the ability to engage and influence stakeholders at all levels.

• Familiarity with CAFM practices and Helpdesk operations in the GCC region, particularly in Saudi Arabia, is highly preferred.

• Proficiency in CAFM platforms such as Maximo, Archibus, or similar systems is an advantage.

What Desired Skills You'll Bring:

• Experience in public realm or park environments.

• Strong project management and contract oversight capabilities.

Parsons equally employs representation at all job levels no matter the race, color, religion, sex (including pregnancy), national origin, age, disability or genetic information.

We truly invest and care about our employee’s wellbeing and provide endless growth opportunities as the sky is the limit, so aim for the stars! Imagine next and join the Parsons quest—APPLY TODAY!

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