Helpdesk Lead

CBRE Group, Inc.; Birmingham; Hybrid; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Competitive salary

Career development

Training opportunities

Collaborative environment

Job summary

CBRE Group, Inc. is seeking a proactive Helpdesk Lead to oversee a team of Helpdesk Advisors on site in Birmingham. You will coach staff, ensure SLA-compliant requests, and drive performance improvements while maintaining strong customer relationships.

The role emphasizes leadership, KPI tracking, and seamless service delivery in a fast-paced environment, with emphasis on training and compliance with H&S requirements.

Qualifications

• Previous experience leading a helpdesk, customer service, or service desk team.
• Strong people management and coaching skills.
• Excellent communication and organisational abilities.
• Customer-focused with a proactive, problem-solving mindset.
• Comfortable managing KPIs and working in a fast-paced environment.
• Proficient in Microsoft Office, particularly Excel and Word.
• Experience with CAFM or service management systems is desirable.

Responsibilities

• Lead, coach, and develop a team of Helpdesk Advisors.
• Ensure requests and work orders are processed accurately and within service levels.
• Monitor team performance, workload, and daily operational activity.
• Manage team rotas to ensure adequate service coverage.
• Build strong relationships with customers and stakeholders.
• Analyse performance data and drive continuous improvement initiatives.
• Support training, onboarding, and ongoing development of team members.
• Ensure compliance with company policies, procedures, and health & safety requirements.

Skills

People management

Coaching

Communication

Organisational abilities

Customer-focused

Problem-solving

KPI management

Tools

Excel

Word

CAFM / service management systems

Job description

Helpdesk Lead

We're looking for a proactive and customer-focused Helpdesk Lead to oversee a team of Helpdesk Advisors and ensure the delivery of an efficient, high-quality support service. The role is based on site in Birmingham.

Key Responsibilities

• Lead, coach, and develop a team of Helpdesk Advisors.
• Ensure requests and work orders are processed accurately and within service levels.
• Monitor team performance, workload, and daily operational activity.
• Manage team rotas to ensure adequate service coverage.
• Build strong relationships with customers and stakeholders.
• Analyse performance data and drive continuous improvement initiatives.
• Support training, onboarding, and ongoing development of team members.
• Ensure compliance with company policies, procedures, and health & safety requirements.

About You

• Previous experience leading a helpdesk, customer service, or service desk team.
• Strong people management and coaching skills.
• Excellent communication and organisational abilities.
• Customer-focused with a proactive, problem-solving mindset.
• Comfortable managing KPIs and working in a fast-paced environment.
• Proficient in Microsoft Office, particularly Excel and Word.
• Experience with CAFM or service management systems is desirable.

What We Offer

• Competitive salary and benefits package.
• Career development and training opportunities.
• Supportive and collaborative working environment.
• Opportunity to make a real impact within a high-performing team.