Facilities Helpdesk – Assistant Manager

JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

We're seeking a dynamic and customer-oriented Assistant Manager to lead our Facilities Helpdesk Operations. This role combines technical expertise with people management skills to ensure efficient helpdesk operations and superior customer service delivery.

Key Responsibilities:

• Team Leadership & Development
• Lead, train, and mentor helpdesk team members
• Create and implement training schedules and development programs
• Monitor team performance and provide regular feedback (weekly, monthly, quarterly)
• Maintain team morale and promote a positive work environment
• Oversee daily helpdesk operations and ensure smooth workflow
• Develop and maintain Standard Operating Procedures (SOPs)
• Monitor and ensure compliance with Service Level Agreements (SLAs)
• Track ticket aging and coordinate with site managers for timely resolution
• Implement process improvements and standardization initiatives
• Develop and track key performance indicators (KPIs)
• Collaborate with analysts on monthly dashboard creation
• Prepare comprehensive helpdesk reports and presentations
• Set and monitor performance benchmarks
• Track and improve customer satisfaction scores
• Handle escalated customer complaints
• Implement strategies to enhance customer experience
• Drive initiatives to increase survey response rates
• Maintain strong relationships with key stakeholders

Required Qualifications:

• Bachelor's degree in relevant field with at least minimum 2 years of experience in helpdesk management
• Strong proficiency in MS Office Suite and helpdesk management systems
• Excellent verbal and written communication skills
• Proven track record in team leadership

Essential Skills:

• Problem-solving and analytical thinking
• Customer service orientation
• Project management
• Process improvement
• Conflict resolution
• Team leadership and motivation
• Time management and prioritization

Desired Attributes:

• Strong interpersonal skills
• Results-oriented mindset
• Ability to work under pressure
• Adaptability and flexibility
• Proactive approach to challenges

What We Offer:

• Competitive compensation package
• Professional development opportunities
• Collaborative work environment
• Career advancement potential
• Comprehensive benefits package

Location:

Scheduled Weekly Hours:

Job Tags:

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table!

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