Head of Service Desk Strategy and Operations

JLL supports the Whole You, personally and professionally.

JLL supports the Whole You, personally and professionally.

**What this job involves**:
The Global Head of Service Desk Strategy and Ops will lead and execute the strategy 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.

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**:
Supervises & coordinates multiple levels of IT support regarding IT services under the ITService/Request catalogues, ensuring preservation of agreed Service-levels for service desk.
Aim to achieve highest FCR/First to closed ticket in one go from service desk end via bomgar /remote tools.
Lead, coach, develop, and mentor the team of leaders and individual contributors in service desk making up our global team.
Drive a Proactive, Pre-emptive and automation culture, focused on the user experience (XLA)
Improving eXperience Level Agreements in terms of service desk delivery.
Implementing automation within process of service desk daily operations to provide better support to end users.
Monitor KPI/Performance dashboards and use data to drive improvement initiatives & possible future automations/problems.
Manage vendors to provide excellent support and guidance.
Introduce and Improve Key Metrics for customers XLAs, MTTR, Incident Volumes, Incidents Avoided.
This role will make sure service desk team are in sync with deskside teams on the process to avoid any gaps.
This role requires the ability to develop effective working relationships with colleagues within and beyond IT Services, to ensure that a consistent, high-quality service is delivered by the Service Desk.
Act as the main point of escalation for all end users across JLL.
Ensure all tickets are resolved in a timely manner by service desk and in case of SLA breaches proper penalty has been applied for the SLA breaches.
Ensure processes are appropriately followed in handover of tickets between service desk and resolver groups
Responsible for quality enhancement of IT service’s provision, with regards to incident and problem management as part of the ITSM framework.
Service desk alertness of any cyber-attack and inform users and IT Leads for the update as they receive them from resolver teams.

**Desired or preferred experience and technical skills**:
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
Regional and/or global experience
ITIL Certified
Degree in related field (Computer Science, Information Technology, Computer Networking or similar
Demonstrable experience leading a Service Desk

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.

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 honored 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.