Facilities Helpdesk – Assistant Manager

Job Description

Were 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: Bachelors 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 Location On-site –Hyderabad, TS Scheduled Weekly Hours 40 Job Tags: GREF If this job description resonates with you, we encourage you to apply, even if you don’t meet all 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. Candidate Privacy Statement . 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.