Helpdesk Supervisor

CBRE; Leeds; On-site; GBP 28,000 - 36,000; Full time

Job summary

CBRE is seeking a Helpdesk Supervisor to lead a site-wide helpdesk and ensure top-notch customer service for NHS Trust staff. Based at our Leeds site, you will log and coordinate service requests, mentor the team, and work closely with engineers, office, site staff, and clients to keep operations running smoothly.

You will manage communications via phone, email, and portal, maintain accurate records, and support CBRE management with administrative duties.

Qualifications

• Proven experience in a helpdesk, customer service, or supervisory role.
• Strong leadership skills with ability to mentor teams and manage complex inquiries.
• Advanced proficiency with Microsoft Office, especially Excel for data analysis and reporting.
• Demonstrated ability to multitask, delegate, and prioritise in a high-volume environment.
• Exceptional attention to detail and commitment to data integrity.
• Experience using CAFM or CMMS software is required.

Responsibilities

• Provide exceptional customer service and ensure effective operation of the site-wide helpdesk.
• Support CBRE managerial staff on site and provide administrative support to the contract.
• Maintain concise records and details of CBRE and client information.
• Liaise closely with engineers, office team, site team and client.
• Receive, log, and coordinate service requests via phone, email, and portal.
• Ensure tasks are directed to the appropriate teams and meet deadlines.
• Handle ad-hoc duties as required.

Skills

Leadership

Customer service

Data analysis

Multitasking

Attention to detail

Communication

Tools

Microsoft Office

Excel

CAFM

CMMS

Job description

CBRE is theglobal leader in real estate services and leverages the industry's most powerful knowledge base to meet the commercial real estate needs of its clients worldwide. Our vision is to be the preeminent, vertically integrated, globallycapable real estate service firm. Globally we employ over 70,000 employees and operate in 48 countries.

Job Title: Helpdesk Supervisor

Role Overview

The main feature of this role will be to provide exceptional customer service and ensure effective operation of the site wide helpdesk. To offer support to the CBRE managerial staff on site and provide administrative support to the contract, maintaining concise records and details of CBRE and client information. The role will require close liaison with the engineers, office team, site team and client. Including various ad-hoc duties.

This role will form part of the CBREUCLH team who provide first line support for all reactive calls reported by the NHS Trust and staff on site. CBRE provide 24/7 service delivery support for the hospitals.

The working days for this role will be Monday – Friday 8am – 5pm, based in our central London office near TottenhamCourt Road.

The Helpdesk Supervisor is the primary point of contact for our clients, responsible for receiving, logging, and coordinating service requests. You will manage incoming communications via phone, email, and portal, ensuring that all tasks are accurately recorded and directed to the appropriate teams. Your goal is to provide a responsive, professional service that keeps operations running smoothly.

Requirements

Key Responsibilities

• Proven experience in a helpdesk, customer service, or administrative supervisory role.
• Strong leadership skills, with the ability to mentor team members and manage complex client inquiries professionally.
• Advanced proficiency with Microsoft Office Suite, particularly Excel for data analysis and reporting.
• Demonstrated ability to multitask, delegate, and prioritise workload in a high-volume environment.
• Exceptional attention to detail and a commitment to data integrity.
• Experience using Computer-Aided Facility Management (CAFM) or CMMS software is required.
• Ability to work in a fast-paced environment and meet strict deadlines while maintaining team standards.

What We Offer

• Competitive salary and benefits package.
• Opportunities for career progression and internal training.
• A collaborative work environment within a leading facility management team.