Helpdesk Supervisor

CBRE; Manchester; On-site; GBP 26,000 - 36,000; Full time

Job summary

CBRE Global Workplace Solutions seeks a Helpdesk Supervisor to join the team in Manchester. The role focuses on leading a small Helpdesk Advisor team, ensuring effective work order lifecycle management, and maintaining high customer service standards to support ongoing account growth.

The successful candidate will coach staff, drive training, and implement process improvements while coordinating with the Management Team on changes to duties, hours, and procedures.

Qualifications

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

Responsibilities

• Manage, oversee and delegate activities to the Helpdesk Advisors on site.
• Ensure Helpdesk Advisors understand the Life Cycle of a Work Order and handovers to operations.
• Identify training needs and ensure timely access to relevant training for team members.
• Evaluate and implement continuous improvement processes within the team and workflows.
• Coach and mentor a small team, conduct monthly 1:1 meetings, monitor performance.
• Support training rollout and process changes with the Management Team.
• Plan call outs, maintenance visits, and delivery of materials within SLAs.
• Act as key user for CAFM system on site, maintaining PPM records and reporting.

Skills

Strong supervisory skills

Knowledge of FM industry

Good customer service skills

Job description

Helpdesk Supervisor

Job ID 288113

Posted 23-Jul-2026

Role type Full-time

Areas of Interest Accounting/Finance, Administrative, Building Management, Customer Service, Engineering/Maintenance, Facilities Management, Workplace Strategy

Location(s) Manchester - England - United Kingdom of Great Britain and Northern Ireland

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.