JLL empowers you to shape a brighter way.  

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

Job Title: Helpdesk Manager- Facility Management

Department: Facilities / Operations

Reports To: Account Director

Location: Gurugram

Employment Type: Full-Time

Job Summary:

We are seeking an experienced and proactive helpdesk manager to lead our helpdesk operations. This role is responsible for overseeing the day – to – day management of helpdesk services that support workplace services across all sites. The ideal candidate must have a strong background in facilities or property management support and excellent leadership, communication and presentation skills.

Key Responsibilities:

• Manager Helpdesk Operations: Lead the helpdesk function that handles service requests, work orders, and facility related issues from employees & clients
• Staff Supervision: Manage a team of helpdesk executives and analysts , provide trainings , support and performance feedbacks to ensure high quality service delivery
• Service Request Oversights: Ensure timely logging, assignments & resolution of maintenance and repair tickets. Monitor SLA’s and escalate urgent or unresolved issues
• Vendor & Technician Coordination: Liaise with internal soft & maintenance team to resolve / close the workorders within SLA across all sights.
• Reporting & Analytics: Generate & Analyze reports on ticket volumes, resolution times, service trends & compliance with KPIs, recommend process improvements based on data etc. Prepare and present helpdesk MMR every month with client.
• System Administration: Ensure proper categorization, routing and closure of all helpdesk tasks.
• Customer Service Focus: Act as a point of escalation for service-related issues, striving for a high level of internal customer satisfaction and continuous service improvements
• Compliance & Documentation: Maintain accurate records of service requests & resolutions. Make sure to comply with all audits related to Quality Assurance.

Preferred Attributes:

• Customer – Oriented with a proactive approach to problem solving
• Ability to thrive in a fast – paced, multi- site environment
• Strong organizational , multitasking  and communication skills

Location:

Scheduled Weekly Hours:

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!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.

For additional details please see our career site pages for each country.

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 email us at [email protected]. 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.