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.   

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 evaluationEstablish service level agreements (SLAs) and performance metrics for the helpdesk operationDevelop and implement facilities management policies, procedures, and best practicesMonitor and analyze helpdesk metrics to identify trends, recurring issues, and ensure SLAs are metManage work order escalation processes and ensure timely resolution of complex facilities issuesOversee the ticketing system, ensuring proper logging, tracking, and resolution of all facilities-related requestsCollaborate with maintenance, security, housekeeping, and other facility teams to improve service deliveryMaintain and monitor facilities management tools and processesPrepare regular reports on helpdesk performance, ticket volumes, and resolution timesStay updated with the latest facilities management trends and technologiesCommunicate with vendors/ contractors related to ticket management performanceEnsure compliance with health and safety regulations and building codesDevelop and maintain standard operating procedures for the helpdesk function

Qualifications:

Bachelor's degree in Facilities Management, Business Administration, or related field5+ years of experience in facilities management/customer service operations, with at least 3 years in a managerial capacityStrong knowledge of facilities management principles and best practicesExperience with CAFM systems and work order management software (e.g., ServiceNow)Strong knowledge of facilities management software and ticketing systemsExcellent leadership and team management skillsStrong analytical and problem-solving abilitiesExcellent communication skills in English and local languageProfessional certifications such as FMP or CFM will be an added advantageExperience in managing multiple site locations is a plus

Skills and Competencies:

Ability to work under pressure and manage multiple prioritiesStrong customer service orientationExcellent interpersonal and conflict resolution skillsProactive approach to identifying and resolving facilities issuesAbility to coordinate emergency response proceduresStrong project management skillsBudget management experienceProficiency with MS Office and facilities management softwareStrong analytical and reporting capabilitiesAdaptability in a fast-paced environment

What We Offer:

Competitive salary packageHealth insurance and other benefitsOpportunities for professional development and career growthDynamic and collaborative work environmentExposure 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.

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!

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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.