Helpdesk Supervisor

CBRE Local UK; Manchester; On-site; GBP 28,000 - 36,000; Full time

Job summary

CBRE Global Workplace Solutions is seeking a Helpdesk Supervisor to join the Manchester team. The role focuses on leading a small Helpdesk Advisors group, ensuring efficient work order lifecycle management and on-site CAFM system stewardship.

You will coach the team, drive training, and implement continuous improvements to meet client expectations. The position is site-based with standard business hours, Monday to Friday, 8am–5pm.

Qualifications

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

Responsibilities

• Manage and delegate activities to the Helpdesk Advisors within the site.
• Ensure the Helpdesk Advisor Team understand the Life Cycle of a Work Order and smooth handover to the operations team.
• Identify Training Needs Analysis to ensure team members receive required training.
• Evaluate, review and implement continuous improvement process changes.
• Coach and mentor a small team of Helpdesk Advisors; conduct monthly 1:1 meetings.
• Support the Management Team on training and rollout of processes and update duties accordingly.
• Plan and arrange call outs, maintenance visits and materials delivery within SLAs.
• Act as key user on site for the CAFM system; manage PPM records, reactives and reporting.
• Identify and implement innovations to enhance performance and client satisfaction.

Skills

Strong supervisory skills

FM industry knowledge

Customer service

Tools

CAFM system

PPM records

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