Facilities Global Helpdesk Lead
 JLL | |
 United States, California, San Diego | |
 Nov 12, 2024 | |
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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 thinking Customer obsession Financial acumen Narrative writing Tasks: Lead and oversee a global team of regional help desk leads and agents responsible for supporting facilities service requests across multiple locations Partner 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 globally Establish and monitor service level agreements (SLAs) for facilities service requests and ensure compliance across all regions Develop utilization metrics in support of workforce capacity management and planning Collaborate with regional facility management and other stakeholder teams to streamline and standardize workflows, tools, and best practices Provide guidance and mentorship to helpdesk leads to improve their technical and customer service skills Develop and implement globally consistent training programs for new and existing helpdesk agents to ensure they are equipped to handle facilities service requests Monitor and evaluate the performance of the global helpdesk team and provide feedback and coaching as needed Implement performance metrics and reporting to measure the effectiveness of helpdesk operations globally Stay updated on industry trends and technologies related to facilities management and helpdesk operations, and drive the adoption of best practices across all locations Qualifications: 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 role Bachelor's degree in a related field (e.g., business, facilities management) or equivalent work experience Highly skilled at managing client relationships and expectations. Strong leadership and team management skills, with experience leading remote or geographically dispersed teams Ability and experience with prioritizing and communicating competing priorities Excellent communication and interpersonal skills, with the ability to effectively communicate with stakeholders at all levels globally Deep understanding of facilities and helpdesk operations, including ticketing systems, SLAs, and best practices Proven experience in developing and implementing standardized processes and procedures Ability to analyze data and develop metrics for measuring performance on a global scale Familiarity with facilities management and maintenance practices Strong problem-solving and decision-making skills, with the ability to drive process improvements Ability to adapt to changing environments and work well in a fast-paced, global team setting. Previous transformation experience a plus. | |