CBRE
Helpdesk Lead
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We're looking for a proactive and customer-focused Helpdesk Lead to oversee a team of Helpdesk Advisors and ensure the delivery of an efficient, high-quality support service. The role is based on-site in Birmingham.
Key Responsibilities
- Lead, coach, and develop a team of Helpdesk Advisors.
- Ensure requests and work orders are processed accurately and within service levels.
- Monitor team performance, workload, and daily operational activity.
- Manage team rotas to ensure adequate service coverage.
- Build strong relationships with customers and stakeholders.
- Analyse performance data and drive continuous improvement initiatives.
- Support training, onboarding, and ongoing development of team members.
- Ensure compliance with company policies, procedures, and health & safety requirements.
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About You
- Previous experience leading a helpdesk, customer service, or service desk team.
- Strong people management and coaching skills.
- Excellent communication and organisational abilities.
- Customer-focused with a proactive, problem-solving mindset.
- Comfortable managing KPIs and working in a fast-paced environment.
- Proficient in Microsoft Office, particularly Excel and Word.
- Experience with CAFM or service management systems is desirable.
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What We Offer
- Competitive salary and benefits package.
- Career development and training opportunities.
- Supportive and collaborative working environment.
- Opportunity to make a real impact within a high-performing team.
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