Facilities Helpdesk Manager

Helpdesk Manager

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Helpdesk Manager to join the team located in Newport, Wales.

Role Summary

• Responsible for the management, performance and delegation of activities to the team Helpdesk Advisors within your business unit.
• 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.
• To achieve a high degree of customer and supplier satisfaction, apply logic and common sense to requests for assistance, ensuring that identified criteria are escalated in accordance with procedures.
• Establish and maintain excellent customer relationships and develop confidence in our systems and processes.
• Ensure compliance with all CBRE policies, procedures and directives.
• Proactively act in a manner that supports a healthy and safe work environment through effective management of incidents and hazards.

Experience Required

• A good basic education is essential, with at least GCSE passes in Maths and English or equivalent.
• Higher educational qualifications to ‘A’ level/HNC/D or degree would be beneficial or equivalent.
• Experience working within a Facilities environment.
• Committed to service delivery excellence.
• Confidential and discrete approach.
• Calm manner and able to work under pressure dealing with conflicting priorities.
• Self‑motivated and systematic.
• Results/task orientated.
• Attention to detail and accuracy.
• Excellent time management and organisational skills.
• Commitment to continuous improvement.
• Ability to work as part of team and individually.

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