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 are seeking an experienced and dynamic Facilities Helpdesk Manager to lead our facilities support team. The ideal candidate will be responsible for managing the day-to-day operations of our facilities helpdesk, ensuring high-quality support services, and driving continuous improvement in our Facilities Helpdesk management processes. Key Responsibilities: Oversee and manage the facilities helpdesk team, including hiring, training, and performance evaluation Establish service level agreements (SLAs) and performance metrics for the helpdesk operation Develop and implement facilities management policies, procedures, and best practices Monitor and analyze helpdesk metrics to identify trends, recurring issues, and ensure SLAs are met Manage work order escalation processes and ensure timely resolution of complex facilities issues Oversee the ticketing system, ensuring proper logging, tracking, and resolution of all facilities-related requests Collaborate with maintenance, security, housekeeping, and other facility teams to improve service delivery Maintain and monitor facilities management tools and processes Prepare regular reports on helpdesk performance, ticket volumes, and resolution times Stay updated with the latest facilities management trends and technologies Communicate with vendors/ contractors related to ticket management performance Ensure compliance with health and safety regulations and building codes Develop and maintain standard operating procedures for the helpdesk function Qualifications: Bachelor's degree in Facilities Management, Business Administration, or related field 5+ years of experience in facilities management/customer service operations, with at least 3 years in a managerial capacity Strong knowledge of facilities management principles and best practices Experience with CAFM systems and work order management software (e.g., ServiceNow) Strong knowledge of facilities management software and ticketing systems Excellent leadership and team management skills Strong analytical and problem-solving abilities Excellent communication skills in English and local language Professional certifications such as FMP or CFM will be an added advantage Experience in managing multiple site locations is a plus Skills and Competencies: Ability to work under pressure and manage multiple priorities Strong customer service orientation Excellent interpersonal and conflict resolution skills Proactive approach to identifying and resolving facilities issues Ability to coordinate emergency response procedures Strong project management skills Budget management experience Proficiency with MS Office and facilities management software Strong analytical and reporting capabilities Adaptability in a fast-paced environment What We Offer: Competitive salary package Health insurance and other benefits Opportunities for professional development and career growth Dynamic and collaborative work environment Exposure to modern facilities management technologies and practices To apply, please submit your resume with the subject line "Facilities Helpdesk Manager" along with your expected salary and availability to join. 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.
