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Global Helpdesk Lead
Job Description
The Global Help Desk Lead is responsible for overseeing and managing a global team of helpdesk agents who support facilities service requests globally. This includes developing and implementing standardized processes and procedures, establishing and monitoring service level agreements (SLAs), providing guidance and mentorship to helpdesk agents, implementing performance metrics and reporting, driving continuous improvement initiatives, and staying updated on industry trends and technologies related to facilities management and helpdesk operations. The Global Help Desk Lead plays a key role in ensuring consistent and efficient helpdesk operations globally through standardization and globalization of processes.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 helpdesk initiatives
Develop and implement standardized helpdesk 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 helpdesk leads to improve their technical and customer service skills
Develop and implement globally consistent training programs for new and existing helpdesk agents to ensure they are equipped to handle facilities service requests
Monitor and evaluate the performance of the global helpdesk team and provide feedback and coaching as needed
Implement performance metrics and reporting to measure the effectiveness of helpdesk operations globally
Stay updated on industry trends and technologies related to facilities management and helpdesk operations, and drive the adoption of best practices across all locations
Qualifications:
7+ years of experience in helpdesk 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 helpdesk 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.
JLL Is an Equal Opportunity Employer JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law. The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.
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