Helpdesk Supervisor — Facilities FM & Team Coaching

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

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.