Admin Manager

Role Purpose

The Admin Manager is responsible for overseeing the administrative, helpdesk, documentation, contract administration, payment coordination, reporting, and stakeholder management functions that support the efficient operation of managed properties and facilities.

The role leads the Helpdesk Team and serves as the primary administrative focal point between tenants, occupants, clients, vendors, contractors, and internal departments. The position ensures that service requests, contracts, invoices, compliance requirements, operational records, and customer concerns are properly coordinated, tracked, documented, and reported.

The Admin Manager plays a key role in maintaining service quality, customer satisfaction, operational compliance, and administrative efficiency, while supporting property and facilities management teams through effective coordination and governance.

Key Responsibilities

Helpdesk Management & CAFM Administration

• Lead and supervise the Helpdesk Team to ensure timely handling and resolution of tenant and occupant requests.
• Oversee the logging, assignment, monitoring, escalation, and closure of work orders through the CAFM or helpdesk system.
• Monitor helpdesk performance, response times, resolution times, and SLA compliance.
• Coordinate with Engineering, Housekeeping, Security, Property Management, Leasing, and other support teams to facilitate timely service delivery.
• Ensure the accuracy and completeness of CAFM records, including asset databases, maintenance schedules, permits, certifications, and service histories.
• Review helpdesk metrics, customer feedback, and service trends and recommend process improvements.
• Generate operational reports, dashboards, and management summaries.
• Ensure proper documentation, filing, and record retention for all helpdesk activities.

Administrative Operations & Documentation Management

• Oversee administrative functions supporting property and facilities operations.
• Maintain organized filing systems, records, trackers, and document control processes.
• Prepare and review operational reports, presentations, correspondence, meeting minutes, and management updates.
• Monitor permits, licenses, contracts, certifications, insurance policies, and other operational documents to ensure validity and completeness.
• Track action items, commitments, and operational deliverables to ensure timely completion.
• Ensure compliance with company policies on documentation, record retention, and governance.
• Support process improvement initiatives and administrative efficiency programs.

Financial Administration & Payment Coordination

• Manage and track invoices, payment requests, and operational expenses.
• Review supporting documents and verify service completion prior to payment processing.
• Coordinate with vendors, contractors, Procurement, and Finance to ensure timely processing of payments.
• Monitor payment status and follow up on pending approvals and disbursements.
• Maintain accurate records and trackers for invoices, payments, utilities, contracts, and operational expenses.
• Monitor recurring payments and contract due dates to prevent service disruptions and penalties.
• Prepare payment and expense status reports for management review.
• Ensure proper filing, retention, and availability of financial documentation for audit and compliance purposes.
• Support budget monitoring by tracking actual expenditures against approved budgets and reporting variances.

D. Contract & Vendor Administration

• Maintain and monitor service contracts, lease agreements, warranties, and vendor documentation.
• Coordinate contract renewals, amendments, approvals, and document submissions.
• Track vendor compliance with contractual requirements and service level commitments.
• Maintain an updated database of contracts, service providers, and key contract milestones.
• Support vendor performance reviews and corrective action tracking.
• Coordinate with Procurement and Operations Teams regarding service requirements and contract-related concerns.

Tenant, Client & Stakeholder Management

• Act as the primary administrative liaison for tenants, occupants, clients, and key stakeholders.
• Ensure timely communication of advisories, service interruptions, maintenance notices, and operational updates.
• Coordinate the resolution of tenant concerns and escalated service issues.
• Facilitate communication and coordination between internal departments, service providers, and stakeholders.
• Support governance meetings, client reviews, audits, and reporting requirements.
• Build and maintain positive working relationships with tenants, clients, and busines