Global Helpdesk Lead – Jones Lang LaSalle

Title of the Job: Global Helpdesk Lead

Location: Seattle, WA

Job Description: JLL empowers you to shape a brighter way.Our people at JLL and JLL Technologies 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.The Global Help Desk Lead is responsible for overseeing and managing a global team of helpdesk agents who support real estate facilities service requests globally supporting JLL’s client, Amazon Global Real Estate & Facilities. 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.The role is required to report to an Amazon workplace in accordance with their return to office policy.Key skill / characteristics required for success in this role:Proven experience in leading a large team on a global scale.Client relationship management experience setting strategic program direction.Process efficiency thinkingCustomer obsessionFinancial acumenNarrative writingTasks:Lead and oversee a global team of regional help desk leads and agents responsible for supporting facilities service requests across multiple locationsPartner with the Global Project Management Office (GPMO) to execute and track helpdesk initiatives (technology improvement projects)Develop and implement standardized helpdesk processes and procedures to ensure consistent and efficient operations globallyEstablish and monitor service level agreements (SLAs) for facilities service requests and ensure compliance across all regionsDevelop utilization metrics in support of workforce capacity management and planningCollaborate with regional facility management and other stakeholder teams to streamline and standardize workflows, tools, and best practicesProvide guidance and mentorship to helpdesk leads to improve their technical and customer service skillsDevelop and implement globally consistent training programs for new and existing helpdesk agents to ensure they are equipped to handle facilities service requestsMonitor and evaluate the performance of the global helpdesk team and provide feedback and coaching as neededImplement performance metrics and reporting to measure the effectiveness of helpdesk operations globallyStay updated on industry trends and technologies related to facilities management and helpdesk operations, and drive the adoption of best practices across all locationsQualifications: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 roleBachelor’s degree in a related field (e.g., business, facilities management) or equivalent work experienceHighly skilled at managing client relationships and expectations.Strong leadership and team management skills, with experience leading remote or geographically dispersed teamsAbility and experience with prioritizing and communicating competing prioritiesExcellent communication and interpersonal skills, with the ability to effectively communicate with stakeholders at all levels globallyDeep understanding of facilities and helpdesk operations, including ticketing systems, SLAs, and best practicesProven experience in developing and implementing standardized processes and proceduresAbility to analyze data and develop metrics for measuring performance on a global scaleFamiliarity with facilities management and maintenance practicesStrong problem-solving and decision-making skills, with the ability to drive process improvementsAbility to adapt to changing environments and work well in a fast-paced, global team setting. Previous transformation experience a plus.Estimated total compensation for this position:118,700.00 – 172,100.00 USD per yearThe total compensation range is an estimate and not guaranteed. An employment offer is based on an applicant’s education, experience, skills, abilities, geographic location, internal equity and alignment with market data .Location:On-site –Chicago, IL, Portland, OR, Seattle, WAJob Tags:GREFIf 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!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. Some of these benefits may include:401(k) plan with matching company contributionsComprehensive Medical, Dental & Vision CarePaid parental leave at 100% of salaryPaid Time Off and Company HolidaysJLL Privacy NoticeJones 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 .For additional details please see our career site pages for each country.For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy .This position may require you to be fully vaccinated against COVID-19. If required, you’ll be asked to provide proof that you’re fully vaccinated upon your start date. You’re considered fully vaccinated two weeks after you receive the second dose of a two-dose vaccine series (e.g., Pfizer or Moderna) or two weeks after a single-dose vaccine (e.g., Johnson & Johnson/Janssen). Failure to provide proof of vaccination may result in termination.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 . This email is only to request an accommodation. Please direct any other general recruiting inquiries to our page
I want to work for JLL.Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.California Residents onlyIf you are a California resident as defined in the California Consumer Privacy Act (CCPA) please view our which describes your rights and disclosures about your personal information. If you are viewing this on a mobile device you may want to view the CCPA version on a larger device.Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.Accepting applications on an ongoing basis until candidate identified.

Company Name: Jones Lang LaSalle

Salary: $118700 – 172100 per year

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