Global help desk leadLaSalle Investment Management

Job Description
How we support the Whole You:
Our benefits are a good reason to come to JLL.
We are committed to hiring the best, most talented people in our industry, and then empowering them with the resources and support to enhance their health, financial and personal well-being. Our underlying benefits philosophy is this: be fair to our people and provide opportunities for those who take advantage of our programs and resources to increase their personal and financial security.
Global Help Desk Lead
Work Dynamics
What this job involves
Tasks:
Lead and oversee a global team of regional help desk leads and agents responsible for supporting facilities service requests across multiple locations
Partner with the Global Project Management Office (GPMO) to execute and track help desk initiatives
Develop and implement standardized help desk processes and procedures to ensure consistent and efficient operations globally
Establish and monitor service level agreements (SLAs) for facilities service requests and ensure compliance across all regions
Develop utilization metrics in support of workforce capacity management and planning
Collaborate with regional facility management and other stakeholder teams to streamline and standardize workflows, tools, and best practices
Provide guidance and mentorship to help desk leads to improve their technical and customer service skills
Develop and implement globally consistent training programs for new and existing help desk agents to ensure they are equipped to handle facilities service requests
Monitor and evaluate the performance of the global help desk team and provide feedback and coaching as needed
Implement performance metrics and reporting to measure the effectiveness of help desk operations globally
Stay updated on industry trends and technologies related to facilities management and help desk operations, and drive the adoption of best practices across all locations
Sound like you To apply you need to have:
7+ years of experience in help desk management or related field, with a focus on globalization and standardization of processes, in a senior leadership or directorial role
Bachelor's degree in a related field (e.g., business, facilities management) or equivalent work experience
Highly skilled at managing client relationships and expectations.
Strong leadership and team management skills, with experience leading remote or geographically dispersed teams
Ability and experience with prioritizing and communicating competing priorities
Excellent communication and interpersonal skills, with the ability to effectively communicate with stakeholders at all levels globally
Deep understanding of facilities and help desk operations, including ticketing systems, SLAs, and best practices
Proven experience in developing and implementing standardized processes and procedures
Ability to analyze data and develop metrics for measuring performance on a global scale
Familiarity with facilities management and maintenance practices
Strong problem-solving and decision-making skills, with the ability to drive process improvements
Ability to adapt to changing environments and work well in a fast-paced, global team setting
Previous transformation experience a plus.
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 an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.
Apply today!
Location:
On-site -Pasay, Philippines
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!
About JLL -
For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500 company with annual revenue of $20.9 billion and operations in over 80 countries around the world, our more than 103,000 employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communitiesSEE A BRIGHTER WAY. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit.
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