Helpdesk Supervisor

About JLL
- We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 91,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
Helpdesk Supervisor
Work Dynamics

What this job involves

The Help Desk Supervisor’s role is to oversee the entire Help Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. The Help Desk Supervisor will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.

Strategy & Planning

Establish and enforce Help Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes.

Analyze performance of Help Desk activities and documented resolutions, identify problem areas,
and devise and deliver solutions to enhance quality of service and to prevent future problems.

Acquisition & Deployment

Collaborate with other departments to identify and/or procure Help Desk software for internal staff and external clients.

Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts.

Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.

Operational Management

Design and enforce request handling and escalation policies and procedures.

Monitor and test fixes to ensure problems have been adequately resolved.

Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

Track and analyze trends in Help Desk requests and generate statistical reports.

Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.

Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
Oversee the development, implementation, and administration of help desk staff training procedures and policies.

Knowledge & Experience

Proven industry experience
Are you a degree holder with three to five years’ experience in facilities management? Do you have a solid background in helpdesk operations and strong working knowledge of occupational safety? Do you have a proven track record in rolling out improvement initiatives? If you said yes to all these, then we encourage you to apply.

Demonstrated progressive experience in the supervision of a technical support team.

Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.

Solid relationship management and performance management skills. Ability to motivate and direct staff members and subordinates.
Strong understanding of the organization’s goals and objectives. Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on listening and questioning skills. Strong documentation skills.

Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language to non-technical staff and end users. Keen attention to detail.
Proven analytical and problem-solving abilities.

Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.

**What we can do for you**:
At JLL, we make sure that you become the best version of yourself by helping you realise your full potential in a