Helpdesk Lead

CBRE; Birmingham; On-site; GBP 30,000 - 42,000; Full time

Job summary

CBRE is seeking a proactive Helpdesk Lead to oversee a team of Helpdesk Advisors based on-site in Birmingham. You will lead, coach, and develop the team, ensuring accurate processing of requests and adherence to service levels.

The role emphasizes performance monitoring, rota management, stakeholder engagement, and driving continuous improvement through data analysis. Strong communication and KPI management are essential in a fast-paced environment.

Qualifications

• 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.
• Able to manage KPIs in a fast-paced environment.
• Proficient in Microsoft Office, especially Excel and Word.
• Experience with CAFM or service management systems 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

Customer service

Coaching

KPI management

Communication

Microsoft Office

Tools

CAFM systems

Job description

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 a 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.