Store Maintenance Helpdesk Coordinator
Job Title: Store Maintenance Helpdesk Coordinator
Reporting to: Senior Manager, Store Maintenance
Job Purpose:
The Store Maintenance Helpdesk role acts as the first point of contact for all stores and internal departments interacting with the Store Maintenance team. The position is responsible for receiving, checking, and routing all maintenance requests submitted through the FM ticketing system, ensuring first‑level quality control, correct prioritization, and proper assignment before escalation to technical teams.
Key Responsibilities:
Helpdesk & First Level Support
* Serve as the primary contact for Concessions, Wholesale, and Travel Retail.
* Provide first level support for maintenance requests, clarifying procedures and guiding users on correct ticket submission.
* Handle incoming requests in a structured, service‑oriented, and solution‑focused manner.
Ticket Management & First Review
* Monitor and manage all tickets opened in the Facility Management system.
* Perform an initial quality check on each ticket, ensuring: clear and complete issue description; correct categorization and priority; required photos or documentation attached; identify and flag urgent or Health & Safety‑critical issues according to internal guidelines.
* Assign tickets to the appropriate internal teams or vendors based on type of issue and priority level.
Coordination & Follow Up
* Ensure correct ticket ownership and handover to Store Maintenance teams.
* Support the FM team with first‑level follow‑ups and status monitoring.
* Communicate with stores when additional information is required.
* Determine the nature and urgency of the repair problem and report the problem to the appropriate vendor.
* Maintain service records database for all store locations.
* Communicate progress of repairs on a regular basis by issuing weekly/monthly progress updates.
* Review and approve invoices and maintain accurate reporting to the F&M Manager.
* Control the maintenance calendar for all domestic retail, establishing job priorities and time frames.
* Coordinate helpdesk team ensuring all relevant requests have been addressed properly and manage the facilities database.
* Ensure follow‑up and updates of tasks in the system to the relevant country manager.
* Keep track and update all facilities department files providing evidence on a monthly basis.
* Maintain records and contracts of all external contractors supporting the FM department.
* Support creation of facilities and maintenance policy and process, keeping them updated.
* Keep all communication and actions properly tracked within the system.
* Perform any other administrative duty.
Process & Data Quality Support
* Contribute to maintaining high data quality standards within the ticketing platform.
* Support continuous improvement of helpdesk and ticketing processes.
* Identify recurring issues, incorrect submissions, or training needs for stores.
* Assist with basic reporting and operational data collection when required.
* Exhibit strong service and helpdesk mindset.
* Prioritize and manage multiple requests.
* Maintain high attention to detail and structured working approach.
* Communicate professionally and clearly.
* Problem‑solving attitude.
* Confidence using ticketing systems and digital platforms.
* Work closely with technical and operational teams.
Nice to Have
* Previous experience in Helpdesk, Facility Management, or Retail Operations.
* Familiarity with retail maintenance processes.
* Awareness of Health & Safety principles.
Benefits
* Cross‑brand discount.
* Exclusive employee sales.
* Generous holiday schedule and vacation days.
* Summer Fridays.
* Internal mobility across Capri Brands (Michael Kors, Jimmy Choo).
* Thrive Wellness Program.
* LifeWorks Employee Assistance Program.
* #FeelGreat program including the following pillars: Connected Communities, Inspired Innovation, Responsible Future, Meaningful Experiences.
Capri is proud to be an equal opportunity employer committed to inclusivity regardless of age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienation, citizenship, disability, marital status, military status, pregnancy, or any other legally‑recognized protected basis prohibited by applicable law. M/D/F/V.
The Company is an equal employment opportunity employer. The Company’s policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, military status, disability, genetic information, or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories.
On request, the Company provides reasonable accommodation for legal, admissible, or mandated accommodation for the interview or application process. Applicants can contact the Talent Acquisition team at CapriTalentAcquisition@CapriHoldings.com.
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