Global Help Desk Lead at JLL

About the Job

What this Job Involves?

Tasks:

• Lead and oversee a global team of regional help desk leads and agents responsible for supporting facilities service requests across multiple locations
• Partner with the Global Project Management Office (GPMO) to execute and track help desk initiatives
• Develop and implement standardized help desk processes and procedures to ensure consistent and efficient operations globally
• Establish and monitor service level agreements (SLAs) for facilities service requests and ensure compliance across all regions
• Develop utilization metrics in support of workforce capacity management and planning
• Collaborate with regional facility management and other stakeholder teams to streamline and standardize workflows, tools, and best practices
• Provide guidance and mentorship to help desk leads to improve their technical and customer service skills
• Develop and implement globally consistent training programs for new and existing help desk agents to ensure they are equipped to handle facilities service requests
• Monitor and evaluate the performance of the global help desk team and provide feedback and coaching as needed
• Implement performance metrics and reporting to measure the effectiveness of help desk operations globally
• Stay updated on industry trends and technologies related to facilities management and help desk operations, and drive the adoption of best practices across all locations

Sound Like You? To Apply You Need to Have:

• 7+ years of experience in help desk management or related field, with a focus on globalization and standardization of processes, in a senior leadership or directorial role
• Bachelor's degree in a related field (e.g., business, facilities management) or equivalent work experience
• Highly skilled at managing client relationships and expectations.
• Strong leadership and team management skills, with experience leading remote or geographically dispersed teams
• Ability and experience with prioritizing and communicating competing priorities
• Excellent communication and interpersonal skills, with the ability to effectively communicate with stakeholders at all levels globally
• Deep understanding of facilities and help desk operations, including ticketing systems, SLAs, and best practices
• Proven experience in developing and implementing standardized processes and procedures
• Ability to analyze data and develop metrics for measuring performance on a global scale
• Familiarity with facilities management and maintenance practices
• Strong problem-solving and decision-making skills, with the ability to drive process improvements
• Ability to adapt to changing environments and work well in a fast-paced, global team setting
• Previous transformation experience a plus.