Lead IT Service Desk Operations

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.   

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 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.

What this job involves:

The IT Service Desk Manager will lead the day-to-day operations to support our internal end users while also managing the relationship with the third party providing our service desk support.

It requires previous experience of operational service desk management, a good knowledge of service principals and a customer experience lead approach with a technical background. We require an energetic, adaptable candidate who seeks continuous improvement and thrives in rapidly changing situations putting the customer at the core of everything we do. Serving as a primary escalation point of contact/SPOC for JLL End users, the service desk plays a critical role in forming a customers’ perception of our business. As a result, it’s important that the service desk is effective, consistent, prepared, and courteous.

This role will also be the bridge between the service desk and JLLT/JLL Users and be responsible for the ongoing digitisation of our service desk offering. The role underpins the wider ITIL Service Operations competency. Effective Service Desk delivery is critical to the success of JLL, enabling us to provide superior quality services over our competitors, that meet our clients’ needs, and drive business growth through an increase in recurring annual profit.

What your day-to-day will look like:

• Supervise & coordinate 3rd party vendor on multiple levels of IT support including incident and service request management, managing escalations, and ensuring preservation of agreed SLAs for service desk.
• Focus on improving agreed XLAs (User Experience) with 3rd party vendor.
• Aim to steadily increase FLR (First Level Resolution) and FCR (First Call Resolution) of tickets with IT Service Desk. This is aimed at steadily increasing the quality of service to our customers and reducing MTTR.
• Lead, coach, develop, and mentor the team of leaders and individual contributors that make up the service desk at our 3rd party vendor. This will include regularly auditing their work to ensure any gaps are met.
• Monitor KPI/Performance dashboards and use data to drive improvement initiatives & possible future automations.
• This role will make sure service desk team are in sync with other IT resolver groups within JLLT to avoid any gaps and tickets are handed over effectively. Where possible, this role will identify training opportunities to bring more knowledge into the Servicedesk with an aim to increase FLR/FCR and reduce MTTR
• This role also requires good experience with knowledge management processes.

Desired or preferred experience and technical skills:

• ITIL V4 Certified with a minimum of 3 years of experience.
• Minimum 8 years of experience of knowledge management
• 8 years of experience working within, and implementing ITSM framework and processes
• A minimum of 5 years of people management experience
• Ability to motivate, lead and manage the personal and professional development of individuals within the team.
• Natural communicator, working closely across different JLL business lines.

Required Skills and Experience:

• Nurture talent, manage succession planning and contribute to a high performing team.
• A naturally engaging, influential individual and good communicator.
• Strong organisational skills
• Demonstrable global experience of running 24/5 or 24/7 IT Servicedesk

Estimated compensation for this position is:

30 to 40 lakhs per annum *

* The salary listed is an estimate and not guaranteed. A salary offer will vary based on applicant’s education, experience, skills, abilities, geographic location, internal equity and alignment with market data

Location: Hybrid. 1-2 days working with our vendors from their offices in Bangalore and Chennai

Location:

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!

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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.