> Markdown version of [/jobs/ext/2794830-helpdesk-lead](https://www.wearedevelopers.com/jobs/ext/2794830-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:** Leeds, UK - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Desktop Computing - **Published:** September 8, 2026 - **Apply:** https://www.collegerecruiter.com/job/2842878622-helpdesk-lead ## About the Role * 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 * Must demonstrate a strong sense of customer focus * Excellent verbal and written communication skills, * 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 ## Description 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., * 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. ## Related Videos - [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) - [Developing the Rich Text Editor for DeepL.com](https://www.wearedevelopers.com/videos/1172-developing-the-rich-text-editor-for-deepl-com) - [WebAssembly Revolution: Elevating JavaScript's Reach and Performance](https://www.wearedevelopers.com/videos/1149-webassembly-revolution-elevating-javascript-s-reach-and-performance) - [Decode Your People: Using PCM to Build High-Performance Teams](https://www.wearedevelopers.com/videos/100194-decode-your-people-using-pcm-to-build-high-performance-teams) - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) - [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) ## Related Articles - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [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) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london)