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Helpdesk Supervisor
CBRE Global Workplace Solutions Location: Syngenta, Jealott’s Hill, Bracknell
About the Role
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, overseeing the Facilities Management (FM) Helpdesk function at Syngenta, Jealott’s Hill, Bracknell.
As a Helpdesk Supervisor, the successful candidate will lead and coordinate the FM Helpdesk operation, ensuring efficient service delivery, high customer satisfaction, and full compliance with contractual KPIs, SLAs, and statutory requirements. The role involves leadership, coaching, performance management, and driving continuous improvement across processes and systems.
Key Responsibilities
The Helpdesk Supervisor acts as a central point of coordination between the client team, supply chain, and onsite operations, ensuring consistent high-quality service delivery.
Operational Leadership:
- Supervise and coordinate daily FM Helpdesk team activities, ensuring all work orders are handled efficiently and aligned with agreed SLAs.
- Monitor incoming service requests, allocating, escalating, and resolving them promptly.
- Oversee accurate logging and management of work orders within the CAFM system.
- Ensure effective and consistent communication with customers, adhering to the communication strategy.
- Manage and enhance the sub-contractor callout process for cost control and responsiveness.
- Track, update, and close all service requests with accurate, high-quality data.
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Stakeholder Management:
- Act as an escalation point for complex or sensitive client issues.
- Drive a high standard of customer service across the Helpdesk team.
- Maintain proactive communication with clients regarding updates and issue resolutions.
- Analyse customer feedback, identify trends, and implement improvements.
- Build strong working relationships with internal teams (Hard/Soft Services teams) and external stakeholders.
Health, Safety, and Compliance:
- Support the management of statutory compliance processes across the site portfolio.
- Ensure alignment with contractual and regulatory requirements, including QHSE standards.
What You’ll Need
Qualifications & Experience
- Minimum of GCSEs (including English & Mathematics)—A Levels preferred.
- Appropriate vocational qualifications in relevant fields.
- Experience in a Helpdesk, Facilities, or FM environment, preferably with supervisory or team leadership responsibilities.
- Strong knowledge of CAFM systems and service management processes.
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Essential Skills
✔ Exceptional communication, organisation, and problem-solving abilities. ✔ Ability to analyse data and produce insightful reports. ✔ Strong customer service focus, with experience in managing escalations effectively. ✔ Knowledge of compliance requirements (including QHSE standards—desirable).
About CBRE Global Workplace Solutions
Why CBRE?
By joining CBRE, you become part of the world’s leading commercial real estate services and investment provider, driving impactful change for businesses and people. Our culture is built on collaboration, innovation, and shared values—respect, integrity, service, and excellence.
At CBRE, you’ll have the opportunity to chart your career path, grow professionally, and make a meaningful difference. We celebrate diverse perspectives and welcome applications from all backgrounds.
CBRE Commitment to Candidate Interaction
We prioritise meaningful human interaction, as we believe AI does not define a candidate’s potential. Therefore, we ask candidates to disclose any use of AI during the application or interview process.
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