Helpdesk Lead Job ID 237685 Posted 18-Sep-2025 Service line GWS Segment Role type Full-time Areas of Interest Administrative Location(s) Leeds - England - United Kingdom of Great Britain and Northern Ireland Company Profile CBRE is the global leader in real estate services andleveragesthe industry's most powerful knowledge base to meet the commercial real estate needs of its clients worldwide. Our vision is to be the preeminent, vertically integrated, globally capable real estate service firm. Globally we employ over 70,000 employees andoperatein 48 countries. Job Title: Helpdesk Lead CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a HelpdeskLeadto join the team. Responsible for first line management of a small team of Helpdesk Advisors, ensuring calls are processed accurately and in a timely manner, in line with defined process. Ensure the Team are appropriately equipped to deliver exceptional customer service, through a robust education, training and upskilling plan. Evaluate and adapt business process, for the purpose of continuous improvement, ensuring changes are effectively communicated and implemented. Management of schedules to ensure appropriate and sufficient Helpdesk cover is in place, in line with contractual and customer requirements. Main Duties and Responsibilities Responsible for the management,performanceand 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 andfacilitatea 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,teamand business. Evaluate,reviewand 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 forassistance, ensuring thatidentifiedcriteria are escalatedin accordance withprocedures. Establish andmaintainexcellent customer relationships and develop confidence in our systems and processes. Ensure compliance with all CBRE policies,proceduresand directives. Proactively act in a manner that supports a healthy and safe work environment through effective management of incidents and hazards. EXPERIENCE Analytical and decision-making skills Coaching and development of individuals/ team Managing multiple priorities and Key Performance Indicators (KPI) in a face-paced work environment Building strong relationships and influencing decisions Understand People Management & Leadership Advanced computers skills in Microsoft Word & Excel Excellent communication (written & verbal) skills at all levels Ability to lead a team in a rapidly changing environment Customer focused and responsive attitude Ability to deliver exceptional customer service to both internal and external customers Mustdemonstratea strong senseof customer focus Excellent verbal and written communication skills PERSON SPECIFICATION? ? ? ?? 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. ? Committed to service delivery excellence Honest and Reliable 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 Confident Ability to work as part of team and individually CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)