Helpdesk Supervisor

Bracknell
- England
- United Kingdom of Great Britain and Northern Ireland

CBRE Global Workplace Solutions is recruiting for a Helpdesk Supervisor to join the team located in Syngenta, Jealott’s Hill, Bracknell.

• Lead the Helpdesk function, acting as the central point of coordination between the client, supply chain, and onsite operations teams to ensure consistent delivery of high‑quality service.
• Oversee day-to-day Helpdesk operations, driving performance against KPIs and SLAs, and ensuring effective communication, prioritisation, and resolution of all work orders.
• Support the management of statutory compliance processes across the site portfolio, ensuring accurate tracking, reporting, and alignment with contractual and regulatory requirements.
• Drive continuous improvement, enhancing customer experience and supporting the wider operational team to deliver best‑in‑class FM services across the account.
• Supervise and coordinate the daily activities of the FM Helpdesk team, ensuring all requests are handled efficiently and within agreed SLAs.
• Monitor incoming service requests, ensuring timely allocation, escalation, and resolution.
• Oversee accurate logging and management of work orders within the CAFM system.
• Ensure consistent and effective communication with customers in line with the communication strategy.
• Manage and improve the sub‑contractor callout process, ensuring responsiveness and cost control.
• Act as an escalation point for complex or sensitive client issues.
• Drive a high standard of customer service across the Helpdesk team.
• Proactively communicate with clients regarding service updates and issue resolution.
• Analyse customer feedback, identify trends, and implement improvements.
• Build strong working relationships with internal teams (Hard/Soft Services) and external stakeholders.

• Minimum of GCSEs (including English & Mathematics) & A Levels preferred; appropriate vocational qualifications.
• Excellent communication, organisation, and problem‑solving skills.
• Ability to analyse data and produce insightful reports.
• Strong customer service focus with the ability to manage escalations effectively.
• Strong knowledge of CAFM systems and service management processes.
• Knowledge of QHSE standards and compliance requirements (desirable).
• Experience in a Helpdesk or FM environment, with supervisory or team leadership responsibilities.