Facilities Helpdesk 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 are seeking an experienced and dynamic Facilities Helpdesk Manager to lead our facilities support team. The ideal candidate will be responsible for managing the day-to-day operations of our facilities helpdesk, ensuring high-quality support services, and driving continuous improvement in our Facilities Helpdesk management processes.

Key Responsibilities:

• Oversee and manage the facilities helpdesk team, including hiring, training, and performance evaluation
• Establish service level agreements (SLAs) and performance metrics for the helpdesk operation
• Develop and implement facilities management policies, procedures, and best practices
• Monitor and analyze helpdesk metrics to identify trends, recurring issues, and ensure SLAs are met
• Manage work order escalation processes and ensure timely resolution of complex facilities issues
• Oversee the ticketing system, ensuring proper logging, tracking, and resolution of all facilities-related requests
• Collaborate with maintenance, security, housekeeping, and other facility teams to improve service delivery
• Maintain and monitor facilities management tools and processes
• Prepare regular reports on helpdesk performance, ticket volumes, and resolution times
• Stay updated with the latest facilities management trends and technologies
• Communicate with vendors/ contractors related to ticket management performance
• Ensure compliance with health and safety regulations and building codes
• Develop and maintain standard operating procedures for the helpdesk function

Qualifications:

• Bachelor's degree in Facilities Management, Business Administration, or related field
• 5+ years of experience in facilities management/customer service operations, with at least 3 years in a managerial capacity
• Strong knowledge of facilities management principles and best practices
• Experience with CAFM systems and work order management software (e.g., ServiceNow)
• Strong knowledge of facilities management software and ticketing systems
• Excellent leadership and team management skills
• Strong analytical and problem-solving abilities
• Excellent communication skills in English and local language
• Professional certifications such as FMP or CFM will be an added advantage
• Experience in managing multiple site locations is a plus

Skills and Competencies:

• Ability to work under pressure and manage multiple priorities
• Strong customer service orientation
• Excellent interpersonal and conflict resolution skills
• Proactive approach to identifying and resolving facilities issues
• Ability to coordinate emergency response procedures
• Strong project management skills
• Budget management experience
• Proficiency with MS Office and facilities management software
• Strong analytical and reporting capabilities
• Adaptability in a fast-paced environment

What We Offer:

• Competitive salary package
• Health insurance and other benefits
• Opportunities for professional development and career growth
• Dynamic and collaborative work environment
• Exposure to modern facilities management technologies and practices

To apply, please submit your resume with the subject line "Facilities Helpdesk Manager" along with your expected salary and availability to join.

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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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