> Markdown version of [/jobs/ext/1464666-helpdesk-lead](https://www.wearedevelopers.com/jobs/ext/1464666-helpdesk-lead). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Helpdesk Lead

- **Company:** CBRE, Inc.
- **Location:** Birmingham, UK
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Computer-Aided Facility Management, Microsoft Office
- **Published:** July 28, 2026
- **Apply:** https://find.jobs/jobs-near-me/apply/ats-redirect/?id=2896557965-2

## About the Role

* Previous experience leading a helpdesk, customer service, or service desk team.
 * Strong people management and coaching skills.
 * Excellent communication and organisational abilities.
 * Customer-focused with a proactive, problem-solving mindset.
 * Comfortable managing KPIs and working in a fast-paced environment.
 * Proficient in Microsoft Office, particularly Excel and Word.
 * Experience with CAFM or service management systems is desirable.

## Description

We're looking for a proactive and customer-focused Helpdesk Lead to oversee a team of Helpdesk Advisors and ensure the delivery of an efficient, high-quality support service. The role is based on site in Birmingham., * Lead, coach, and develop a team of Helpdesk Advisors.

 * Ensure requests and work orders are processed accurately and within service levels.
 * Monitor team performance, workload, and daily operational activity.
 * Manage team rotas to ensure adequate service coverage.
 * Build strong relationships with customers and stakeholders.
 * Analyse performance data and drive continuous improvement initiatives.
 * Support training, onboarding, and ongoing development of team members.
 * Ensure compliance with company policies, procedures, and health & safety requirements.


## Related Videos

- [Developing the Rich Text Editor for DeepL.com](https://www.wearedevelopers.com/videos/1172-developing-the-rich-text-editor-for-deepl-com)
- [In-depth .NET Azure Functions: Isolated mode, performance and durable AI agents](https://www.wearedevelopers.com/videos/100207-in-depth-net-azure-functions-isolated-mode-performance-and-durable-ai-agents)
- [From Syntax to Singularity: AI’s Impact on Developer Roles](https://www.wearedevelopers.com/videos/900-from-syntax-to-singularity-ai-s-impact-on-developer-roles)
- [From Tables to Graphs in Minutes: Supercharging Kusto Graph Analytics with AI-Powered Development](https://www.wearedevelopers.com/videos/1543-from-tables-to-graphs-in-minutes-supercharging-kusto-graph-analytics-with-ai-powered-development)

## Related Articles

- [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette)
- [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023)
- [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers)
- [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)
- [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk)
- [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers)