Facilities Helpdesk Manager

Company Profile

CBRE's Global Workplace Solutions delivers end-to-end facilities management, engineering services, project management, and workplace support. Our teams combine technical expertise with a commitment to service excellence, innovation, and compliance. Through our engineering talent, digital tools, and focus on ESG and sustainability, CBRE helps clients reduce risk, drive performance, and enhance the workplace experience for their people.

Job Title: 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