What are the responsibilities and job description for the AMER Help Desk Lead position at JLL?
JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
We are looking for a Helpdesk Manager for our Integrated Facility Management business line.
Role Purpose
The role of Excellence Development Team is to manage the consistent activities across all sites- e.g. Responses to Tickets, training programs, communications, reporting. The EDT Team leader is responsible for managing a growing team of client contact specialists. Main responsibility is to manage a team of CCSs and ensure smooth service delivery.
What this job involves
Manage a team towards ambitious performance goals
Hire and develop individual team members
Build knowledge repository's and wikis and update and improve SOPs (standard operating procedure)
Ensure that the team is set clear goals and help them to focus on delivering them in the most effective way
Actively seek solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.
Continually improve, simplify and innovate the current worksheets and processes
Liaise with Customers for special requirements, maintaining request forms operational and up-to-date
Provide feedback and follow-ups on recurring issues
Receive, handle and resolve Client contacts submitted within the internal tool
Liaise with clients and appropriate vendors using the available communication channels – phone, e-mail, internal tools
Response with effective, clear and professional written and oral communication
Update internal information sources
All additional duties commensurate to the level of the role
Every day is different, and in all these activities, we’d encourage you to show your ingenuity.
Diversity and Inclusion is at the heart of JLL. We believe in recruiting, retaining, rewarding and developing all our employees with regard to their abilities and contributions and without reference to their background, gender, gender identity, ethnic origin, age, religion, sexual orientation, political belief, disability or long-term health condition.
We are committed to making all stages of our recruitment process and employment accessible to candidates with disabilities and long-term health conditions. Please do feel able to be open about this at any point during the process and our recruitment team will work with you to establish the most appropriate adjustments. We are keen to support all our employees with juggling their work, personal and family commitments and alongside our approach to flexible working, we have a comprehensive parental transition support program to assist parents during the early months and years of parenthood.
Sounds like you? To apply you need to have:
1 year in team leader position required – helpdesk environment or call center are preferred
Experiences in facility management services or hospitality environment are an advantage
Process improvement awareness and experience
Technical (Computers & Internet) savvy is required. Desired skill-sets include MS Office Application Excel and Mozilla Firefox; SQL knowledge, SharePoint management
Process improvement experiences
End to end ownership of every client interaction and couples this with proactive problem solving to provide exceptional support to clients
Demonstrated desire to expand skills into new areas
Keen logical thinking and analytical skills, with the ability to understand and empathize with clients
Ability to embrace constant change with flexibility and good grace
Demonstrate appropriate sense of urgency and adaptability in response to changing business needs
Demonstrated strong prioritization and time management skills, with a high degree of flexibility
Demonstrates effective communication, composure, and professional attitude
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
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 102,000 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.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
We are looking for a Helpdesk Manager for our Integrated Facility Management business line.
Role Purpose
The role of Excellence Development Team is to manage the consistent activities across all sites- e.g. Responses to Tickets, training programs, communications, reporting. The EDT Team leader is responsible for managing a growing team of client contact specialists. Main responsibility is to manage a team of CCSs and ensure smooth service delivery.
What this job involves
Manage a team towards ambitious performance goals
Hire and develop individual team members
Build knowledge repository's and wikis and update and improve SOPs (standard operating procedure)
Ensure that the team is set clear goals and help them to focus on delivering them in the most effective way
Actively seek solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.
Continually improve, simplify and innovate the current worksheets and processes
Liaise with Customers for special requirements, maintaining request forms operational and up-to-date
Provide feedback and follow-ups on recurring issues
Receive, handle and resolve Client contacts submitted within the internal tool
Liaise with clients and appropriate vendors using the available communication channels – phone, e-mail, internal tools
Response with effective, clear and professional written and oral communication
Update internal information sources
All additional duties commensurate to the level of the role
Every day is different, and in all these activities, we’d encourage you to show your ingenuity.
Diversity and Inclusion is at the heart of JLL. We believe in recruiting, retaining, rewarding and developing all our employees with regard to their abilities and contributions and without reference to their background, gender, gender identity, ethnic origin, age, religion, sexual orientation, political belief, disability or long-term health condition.
We are committed to making all stages of our recruitment process and employment accessible to candidates with disabilities and long-term health conditions. Please do feel able to be open about this at any point during the process and our recruitment team will work with you to establish the most appropriate adjustments. We are keen to support all our employees with juggling their work, personal and family commitments and alongside our approach to flexible working, we have a comprehensive parental transition support program to assist parents during the early months and years of parenthood.
Sounds like you? To apply you need to have:
1 year in team leader position required – helpdesk environment or call center are preferred
Experiences in facility management services or hospitality environment are an advantage
Process improvement awareness and experience
Technical (Computers & Internet) savvy is required. Desired skill-sets include MS Office Application Excel and Mozilla Firefox; SQL knowledge, SharePoint management
Process improvement experiences
End to end ownership of every client interaction and couples this with proactive problem solving to provide exceptional support to clients
Demonstrated desire to expand skills into new areas
Keen logical thinking and analytical skills, with the ability to understand and empathize with clients
Ability to embrace constant change with flexibility and good grace
Demonstrate appropriate sense of urgency and adaptability in response to changing business needs
Demonstrated strong prioritization and time management skills, with a high degree of flexibility
Demonstrates effective communication, composure, and professional attitude
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
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 102,000 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.
Salary : $59,400 - $75,200
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