Helpdesk Supervisor

CBRE Group, Inc.; Manchester; On-site; GBP 30,000 - 42,000; Full time

Job summary

CBRE Group, Inc. in Manchester is seeking a Helpdesk Supervisor to lead the site Helpdesk Advisors and ensure service delivery within SLAs. The role focuses on coaching, performance management and ensuring efficient handovers to the operations team.

This is a site-based, Monday to Friday position in Manchester. You will manage CAFM systems, plan call outs and maintenance visits, drive training, support continuous improvement across facilities management, and help the client achieve its service

Qualifications

• Strong supervisory skills.
• Knowledge of FM industry.
• Good customer service skills.

Responsibilities

• Manage the Helpdesk Advisors team within the site.
• Ensure the Life Cycle of a Work Order is understood and handovers to the operations team are smooth.
• Conduct Training Needs Analysis to ensure required training is accessible for individuals and the team.
• Evaluate, review and implement continuous improvement process changes.
• Coach and mentor a small team and conduct monthly one-to-one meetings.

Skills

Supervisory skills

FM industry knowledge

Customer service

Job description

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management.

We are recruiting a Helpdesk Supervisor to join the team located in Manchester!

Reporting to the Lead Contract Support, the successful candidate is accountable to provide exceptional customer service and business support to contribute to the continued growth and success of the account.

The Role:

• Responsible for the management, performance and delegation of activities to the team Helpdesk Advisors within the site.
• Ensure the Helpdesk Advisor Team understand the Life Cycle of a Work Order and facilitate a smooth handover of work orders to the operational team.
• Understand Training Needs Analysis of the Helpdesk Advisors to ensure that all team members have access to / received required training, relevant to the needs of the individual, team and business.
• Evaluate, review and implement continuous improvement process changes.
• Competent in coaching and mentoring of a small team of Helpdesk Advisors and managing performance of the team including but not limited to writing and delivering monthly one-to-one meeting with team members.
• Support the Management Team on training and roll-out of any agreed processes, and incorporate any changes necessary in your duties, methods, working hours and procedures.
• Plan and arrange call outs, maintenance visits, delivery of materials, Extra Works within contracted SLAs.
• Manage our CAFM system as key user on site including PPM records, reactives and reporting.
• Actively identify/implement innovation across the contract to enhance performance and continue to meet client expectations.

Details

• Monday - Friday
• 8am - 5pm
• Site Based

Experience / Qualifications

• Strong supervisory skills
• Knowledge of FM industry
• Good customer service skills

EQUAL OPPORTUNITIES

We are an equal opportunities employer and do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.