Senior Helpdesk Executive

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.   

Senior Helpdesk Executive

JLL supports the Whole You, personally and professionally.  

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: As a Team Leader (TL), you will oversee daily operations within a helpdesk or customer service team. Your primary responsibility is ensuring fair workload distribution, supporting team members, managing schedules, and maintaining performance standards. You will monitor queues, ensure adherence to schedules, provide guidance on quality assurance, and drive process improvements. Additionally, you’ll analyse performance metrics, conduct audits, and foster a continuous learning environment to help your team develop and succeed.

What your day-to-day will look like:

• Queue & Workload Management: Actively monitor task queues to ensure tasks are fairly allocated, adjusting assignments based on workload and priorities.
• Team Guidance: Provide support and guidance to team members, addressing any challenges and helping them meet their targets.
• Quality & Performance Monitoring: Conduct ticket audits, quality reviews, and deep dives on tickets that received NRR to ensure high-quality standards.
• Daily Operations: Lead daily stand-up calls, reviewing team progress, addressing issues, and ensuring everyone is aligned with their goals.
• Attendance & Performance Tracking: Monitor attendance and individual/team performance, ensuring that any issues are addressed promptly.
• Process Improvement & Training: Identify opportunities for process improvements, conduct training sessions for the team, and provide feedback to drive continuous development.
• Reporting & Communication: Prepare and present regular performance reports to management, ensuring transparency and clear communication about team performance and areas for improvement.

Required Skills and Experience:

• Leadership Skills: Proven ability to lead, guide, and motivate a team, ensuring they meet performance targets.

• Communication Skills: Excellent written and verbal communication skills to interact with team members and management.
• Problem-Solving: Strong analytical and problem-solving abilities to address performance and operational issues.
• Schedule & Performance Management: Ability to effectively manage team schedules, monitor attendance, and track performance metrics.
• Multitasking: Ability to manage multiple priorities and make quick decisions in a fast-paced environment.
• Team Development: Experience in identifying training needs, providing feedback, and supporting professional development for team members.
• Analytical Skills: Ability to analyse performance data, conduct audits, and derive actionable insights for process improvement.
• Qualifications: Graduate or equivalent experience in a relevant field, with experience in customer service or helpdesk operations.

Estimated compensation for this position is: HR to provide, region/country specific

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: Hyderabad, (Work from Office)

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!

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, include: HR to provide, region/country specific.

About JLL –

We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honoured to be recognized with awards for our success by organizations both globally and locally. Creating a diverse and inclusive culture where we all feel welcomed, valued, and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences, and perspectives help us think bigger, spark innovation, and succeed together.

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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For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here.

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.