Job Description

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're seeking a dynamic and customer-oriented Assistant Manager to lead our Facilities Helpdesk Operations. This role combines technical expertise with people management skills to ensure efficient helpdesk operations and superior customer service delivery.

Key Responsibilities:

Team Leadership & Development

Lead, train, and mentor helpdesk team members

Create and implement training schedules and development programs

Monitor team performance and provide regular feedback (weekly, monthly, quarterly)

Maintain team morale and promote a positive work environment

Oversee daily helpdesk operations and ensure smooth workflow

Develop and maintain Standard Operating Procedures (SOPs)

Monitor and ensure compliance with Service Level Agreements (SLAs)

Track ticket aging and coordinate with site managers for timely resolution

Implement process improvements and standardization initiatives

Develop and track key performance indicators (KPIs)

Collaborate with analysts on monthly dashboard creation

Prepare comprehensive helpdesk reports and presentations

Set and monitor performance benchmarks

Track and improve customer satisfaction scores

Handle escalated customer complaints

Implement strategies to enhance customer experience

Drive initiatives to increase survey response rates

Maintain strong relationships with key stakeholders

Required Qualifications:

Bachelor's degree in relevant field with at least minimum 2 years of experience in helpdesk management

Strong proficiency in MS Office Suite and helpdesk management systems

Excellent verbal and written communication skills

Proven track record in team leadership

Essential Skills:

Problem-solving and analytical thinking

Customer service orientation

Project management

Process improvement

Conflict resolution

Team leadership and motivation

Time management and prioritization

Desired Attributes:

Strong interpersonal skills

Results-oriented mindset

Ability to work under pressure

Adaptability and flexibility

Proactive approach to challenges

What We Offer:

Competitive compensation package

Professional development opportunities

Collaborative work environment

Career advancement potential

Comprehensive benefits package

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.