Helpdesk Lead

4 weeks ago

Bengaluru, India JLL Full time

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.

Responsibilities:

Manage the day-to-day operations of the helpdesk, ensuring seamless support to the client's Real Estate infrastructure across multiple locations. Lead, mentor, and motivate a team of helpdesk professionals, setting clear performance objectives and providing ongoing coaching and feedback. Act as the primary point of contact for the client regarding all Facilities related issues, inquiries, and escalations, ensuring timely and efficient resolutions. Monitor and maintain service level agreements (SLAs) and key performance indicators (KPIs), ensuring that all service requests and incidents are appropriately prioritized, tracked, and resolved in a timely manner. Continuously analyze helpdesk performance metrics and identify areas for improvement, implementing necessary changes to enhance service quality and efficiency. Foster strong and collaborative relationships with internal teams, including infrastructure, applications, and security teams, to facilitate the smooth delivery of IT services to the client. Ensure compliance with IT policies, procedures, and standards, as well as adherence to security protocols and regulatory requirements. Develop and maintain helpdesk documentation, including standard operating procedures, knowledge base articles, and user guides to support efficient issue resolution and end-user self-help. Stay up-to-date with the latest trends and technologies in IT support, providing insights and recommendations for continuous improvement and innovation.

Qualifications:

Proven experience in managing client relationships and multi-location support operations. Excellent leadership and interpersonal skills, with the ability to motivate and inspire a team. Strong analytical and problem-solving capabilities, with a commitment to providing exceptional customer service. Familiarity with ticketing systems and helpdesk software. Excellent verbal and written communication skills. Ability to work effectively in a fast-paced, dynamic environment.

If you are a driven individual with a passion for providing exceptional technical support and leading a team, we'd love to hear from you. Apply now to join our team at JLL India and be a part of our innovative and collaborative work culture.

Location:

On-site –Bangalore, Karnataka

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

JLL Privacy Notice

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.

For additional details please see our career site pages for each country.

For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here.

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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