CBREGlobal Workplace Solutions is a leading global provider of integratedfacilities and corporate real estate management. We are recruiting for a Helpdesk Supervisor
CBRE GlobalWorkplace Solutions is a leading global provider of integrated facilities andcorporate real estate management. We are recruiting a Helpdesk Supervisor tojoin the team located in Syngenta, Jealott’s Hill, Bracknell.
The HelpdeskSupervisor is responsible for leading and overseeing the day-to-day operationsof the FM Helpdesk function, ensuring efficient service delivery, high levelsof customer satisfaction, and full compliance with contractual KPIs, SLAs, andstatutory requirements. The role provides leadership, coaching, and performancemanagement to the helpdesk team while driving continuous improvement acrossprocesses and systems.
What You’ll Do:
- CBRE GlobalWorkplace Solutions is a leading global provider of integrated facilities andcorporate real estate management. We are recruiting a Helpdesk Supervisor tojoin the team supporting the Syngenta account.
- The successfulcandidate will lead the Helpdesk function, acting as a central point ofcoordination between the client, supply chain, and onsite operations teams toensure the consistent delivery of high-quality service.
- The role isresponsible for overseeing day-to-day Helpdesk operations, driving performanceagainst KPIs and SLAs, and ensuring effective communication, prioritisation,and resolution of all work orders. In addition, the Helpdesk Supervisor willsupport the management of statutory compliance processes across the siteportfolio, ensuring accurate tracking, reporting, and alignment withcontractual and regulatory requirements.
- This positionplays a key role in driving continuous improvement, enhancing customerexperience, and supporting the wider operational team to deliver best-in-classFM services across the account.
- Supervise andcoordinate the daily activities of the FM Helpdesk team, ensuring all requestsare handled efficiently and within agreed SLAs.
- Monitor incomingservice requests, ensuring timely allocation, escalation, and resolution.
- Oversee accuratelogging and management of work orders within the CAFM system.
- Ensure consistentand effective communication with customers in line with the communicationstrategy.
- Manage andimprove the sub-contractor callout process, ensuring responsiveness and costcontrol.
- Ensure allservice requests are tracked, updated, and closed with accurate and completedata.
- Act as anescalation point for complex or sensitive client issues.
- Drive a highstandard of customer service across the Helpdesk team.
- Ensure proactivecommunication with clients regarding service updates and issue resolution.
- Analyse customerfeedback, identify trends, and implement improvements.
- Build strongworking relationships with internal teams (Hard/Soft Services) and externalstakeholders.
What You’ll Need:
- Minimum of GCSE’s (including English& Mathematics) & A Levels preferred Appropriate VocationalQualifications
- Excellent communication, organisation,and problem-solving skills.
- Ability to analyse data and produceinsightful reports.
- Strong customer service focus with theability to manage escalations effectively.
- Strong knowledge of CAFM systems andservice management processes.
- Administration, Facilities &compliance Services
- Knowledge of QHSE standards andcompliance requirements (desirable).
- Experience in a Helpdesk or FMenvironment, with supervisory or team leadership responsibilities.
About CBRE GlobalWorkplace Solutions:
Why CBRE
When you joinCBRE, you become part of the global leader in commercial real estate servicesand investment that helps businesses and people thrive. We are dynamic problemsolvers and forward-thinking professionals who create significant impact. Ourcollaborative culture is built on our shared values — respect, integrity,service and excellence — and we value the diverse perspectives, backgrounds andskillsets of our people. At CBRE, you have the opportunity to chart your owncourse and realize your potential. We welcome all applicants.
Applicant AI UseDisclosure
We value humaninteraction to understand each candidate's unique experience, skills andaspirations. We do not use artificial intelligence (AI) tools to make hiringdecisions, and we ask that candidates disclose any use of AI in the applicationand interview process.
