JLL supports the Whole You, personally and professionally.

Our people at JLL 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.

Job Title: Helpdesk Manager- Facility Management
Department: Facilities / Operations
Reports To: Account Director
Location: Gurugram
Employment Type: Full-Time

Job Summary:
We are seeking an experienced and proactive helpdesk manager to lead our helpdesk operations. This role is responsible for overseeing the day – to – day management of helpdesk services that support workplace services across all sites. The ideal candidate must have a strong background in facilities or property management support and excellent leadership, communication and presentation skills.

Key Responsibilities:
Manager Helpdesk Operations: Lead the helpdesk function that handles service requests, work orders, and facility related issues from employees & clients
Staff Supervision: Manage a team of helpdesk executives and analysts , provide trainings , support and performance feedbacks to ensure high quality service delivery
Service Request Oversights: Ensure timely logging,



assignments & resolution of maintenance and repair tickets. Monitor SLA’s and escalate urgent or unresolved issues
Vendor & Technician Coordination: Liaise with internal soft & maintenance team to resolve / close the workorders within SLA across all sights.
Reporting & Analytics: Generate & Analyze reports on ticket volumes, resolution times, service trends & compliance with KPIs, recommend process improvements based on data etc. Prepare and present helpdesk MMR every month with client.
System Administration: Ensure proper categorization, routing and closure of all helpdesk tasks.
Customer Service Focus: Act as a point of escalation for service-related issues, striving for a high level of internal customer satisfaction and continuous service improvements
Compliance & Documentation: Maintain accurate records of service requests & resolutions. Make sure to comply with all audits related to Quality Assurance.

Preferred Attributes:
Customer – Oriented with a proactive approach to problem solving
Ability to thrive in a fast – paced, multi- site environment
Strong organizational , multitasking and communication skills
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below.



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.

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 key 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.

📌 Facility Manager (India)
🏢 JLL
📍 India