Helpdesk Supervisor

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.