CBRE Global Workplace Solutions (GWS) is part of CBRE Group, which employs over 140,000 people worldwide. We provide fully integrated real estate, facilities management, and technology solutions for owners, occupiers, and investors across the globe.

As a global provider of integrated FM services and corporate real estate services, GWS operates in 48 countries, creating stable and safe working environments for our clients and their teams. We focus on comprehensive facility maintenance and efficient infrastructure management, supporting organizations in their daily operations. Thanks to the expertise of our specialists and modern tools, we ensure efficient, predictable, and responsible property management throughout the entire lifecycle of real estate assets.
Take the next step in your career by joining CBRE as a Help Desk Supervisor. In this role, you will lead a team of Help Desk Associates, ensuring the delivery of exceptional customer service while overseeing daily operations. You will play a key role in optimizing processes, mentoring team members, and driving continuous improvement across the service desk function.

What You'll Do:

• Lead, supervise, and support a team of Help Desk Associates handling high volumes of inbound and outbound calls, as well as emails.

• Act as an escalation point for complex technical issues and customer concerns, ensuring timely and effective resolution.

• Monitor team performance, ensuring service levels and quality standards are consistently met.

• Maintain oversight of accurate documentation of customer interactions, recurring issues, and resolutions.

• Identify process improvements, operational gaps, and opportunities to increase efficiency and service quality.

• Build and maintain strong relationships with internal teams and customers to enhance collaboration and service delivery.

• Coach, mentor, and develop team members through regular feedback, training, and performance management.

• Identify training needs and implement development plans aligned with business objectives.

• Analyze service desk data and performance metrics to identify trends and implement solutions to complex problems.

• Drive continuous improvement initiatives and recommend enhancements to tools, processes, and workflows.

• Collaborate with cross-functional teams to align service desk operations with broader business goals.

What You'll Need:

• High School Diploma or equivalent, with 4+ years of experience in customer service or help desk operations, including team leadership experience.

• Fluent English.

• Strong understanding of help desk processes, systems, and service management principles.

• Proven leadership, coaching, and team management skills.

• Advanced organizational and problem-solving abilities with a proactive mindset.

• Ability to communicate complex information clearly and effectively to both technical and non-technical audiences.

• Strong analytical skills with the ability to interpret data and drive decisions.

• Proficiency in Microsoft Office (Word, Excel, Outlook, etc.).

• Solid numerical and analytical skills, including working with metrics, KPIs, and reporting.

What We Offer:

• Fully onsite role based in our client's office (with flexible working hours: 9-17, 10-18, 11-19).

• Supportive and collaborative team environment.

• Opportunities for career growth within CBRE GWS.

• Participation in an engaging, international project within a dynamic and fast-growing company.

• Benefits package including private medical care, co-financing for a sports card, and life insurance.