Team Lead – Service Desk

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 youve got deep experience in commercial real estate skilled trades or technology or youre looking to apply your relevant experience to a new industry join our team as we help shape a brighter way forward.

Job Summary

As the person in charge youll assemble and lead a team and establish effective organisational structure and working procedures for the group. This role demands efficient team management skills which youll exhibit by identifying the teams objectives and allotting resources to achieve optimal results and meet the companys target profits. Likewise youll be in charge of managing and monitoring the different stages of the processes. Furthermore your proven track record in team management will come in handy as youll be in charge of facilitating negotiations analyses and meetings with authorities.

Essential Job Functions:

• Act as the single focal point of contact and support to team members on all operational issues

• Ensure continued development and maintenance of Standard Operating Procedures (SOP)

• Facilitate weekly team meetings.

• Publish and administer the team roster

• Undertake monthly quality control through the analysis and scoring of a random sample of team work orders and provide monthly summary report to stakeholders

• Perform at least monthly feedback and coaching sessions with each of your team members to discuss quality and quantity of work

• Identify training gaps in your team and provide the relevant training or source appropriate training resource or course

• Manage new joiner training and on-boarding

• Manage direct reports to ensure that service delivery standard and agreed workflow process is maintained

• Conduct regular meetings with probationary staff and formally asses and document any issues prior to the 3 month formal review

• Conduct annual performance reviews for each of your direct reports

• Manage policies on attendance. Take the appropriate timely counselling as required. Document and copy manager on all counselling sessions you manage

• Undertake 360 degree feedback at least once per annum

• Suggest and present to the Management Team ways that the team can improve quality of service customer experience and technologies being used by the team

• Ensure any client complaints are formally documented and manage the end-to-end resolution

• Handle and report all critical incidents to the operational manager and stakeholders

• Recognize and reward individual performance encourage a culture of excellence within your team

• Assist and support other Team Leaders in their role solicit a team culture between your peers

• Knowledge Management: Author edit and maintain clear concise and accurate knowledge content using correct grammar in accordance with our established style guidelines.

• Knowledge Management: manage the on-boarding of new application/support/service.

• Knowledge Management: Review new Knowledge Articles for grammar spelling clarity usability and readability. Ensures all Knowledge Articles adhere to established style guide and templates.

• Knowledge Management: Translate business requirements and process flows into clear and concise knowledge content.

• Ideally 75% Ops Leadership Role 25% Knowledge Analyst Role (subject to change depending on the needs of the team)

Position Requirements:

• Excellent communication skills (written and verbal)

• With at least two years management experience in off-shore customer service; Experience in supporting US-based services is an advantage

• Previous IT Call Center Experience

• Demonstrated ability to collaborate across functional teams

• Proficiency with Microsoft Office and SharePoint

• Strong customer service orientation

• Working knowledge of the Windows Operating System

• Superior problem solving and troubleshooting skills

• Show strong administration skills in the area of organization time management and supervision of multiple tasks and staff members

• Good reporting and presentation skills

• Familiarity and Experience in Knowledge Management a plus

• Bachelors Degree

Location:

If this job description resonates with you we encourage you to apply even if you dont meet all of the requirements. Were interested in getting to know you and what you bring to the table!

At JLL we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities we analyze your application for relevant skills experiences and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role yourepursuing.

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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 email us at . 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.