JLL Looking for Regional Helpdesk Systems Lead at Mumbai, Maharashtra

JLL; Mumbai City; Hybrid; INR 6,00,000 - 12,00,000; Full time

Job summary

Join a forward-thinking company that is shaping the future of real estate! As a Regional Helpdesk Systems Lead, you will play a pivotal role in managing resource booking solutions, collaborating with a global team to enhance customer experiences. This dynamic position requires a blend of technical expertise and exceptional communication skills to ensure seamless operations and client satisfaction. You will have the opportunity to work with innovative technologies and contribute to a culture that values teamwork, diversity, and personal growth. If you're ready to make a meaningful impact in a collaborative environment, this is the perfect opportunity for you!

Benefits

Flexible Work Options

Comprehensive Benefits Package

Mental Health Support

Professional Growth Opportunities

Qualifications

• Experience in managing resource booking systems and project management.
• Strong communication skills for stakeholder engagement and training.

Responsibilities

• Manage Resource Booking solutions and provide guidance to local Administrators.
• Project manage new initiatives and improve internal efficiencies.

Skills

Project Management

Customer Relationship Management

Technical Mindset

Communication Skills

Teamwork

Reporting Skills

Problem Solving

Education

Bachelor's Degree

Relevant Certifications

Tools

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

FM: Systems Employee

Job description

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.

Regional Helpdesk Systems Lead

What this job involves:
The Resource Booking System is a global solution offered by Corporate Services to support and help internal employees book resources such as meeting rooms, desks and floorpasses, parking spaces, registering visitors and facilitates the provision of meeting room catering requirements. The current global system is provided by an external vendor FM: Systems Employee. The solution provides a web portal, Mapview (for floorplan bookings), an Outlook Plug In, Hardware (Panels), a mobile app and integrations to other systems.

It’s an exciting time for Resource Booking with new emerging technologies, workplaces adopting new ways of working and an overarching requirement to deliver the best interfaces and functionality for our internal customers.

Role Purpose

The Resource Booking Regional Lead will work as part of the Global Resource Booking Team (RBT) which falls under the wider Business Information & Technology Team (BIT). The Resource Booking Regional Lead will be responsible for managing Resource Booking solutions within the region for our global client.

Working closely with a small team of a Global Lead (UK based), other Regional Leads (UK & US based) and Regional Administrators (Hong Kong SAR and India based), the successful candidate will provide training, guidance, and day-to-day management to the Regional Administrators to ensure BAU activity is delivered, improve internal efficiencies and processes, engage with local stakeholders to understand their resource booking needs, work with the Client to deliver new initiatives and engage with the vendor to manage system issues, implement new features, upgrades and recommend enhancements.

The ideal candidate will be technically minded, with a strong customer focus. They will be required to work at pace, to oversee a large BAU delivery pipeline and project manage new initiatives. Teamwork is essential and it’s important that the candidate can integrate into the existing team to share best practice and knowledge and work with others on the account to strengthen our existing JLL community.

The role will be based in India (in either Bangalore or Mumbai) and will report directly to the Global Lead based in the UK. There will be flexibility to work from both an office location and from home. Occasional weekend working may be required during system outages or upgrades.

Major responsibilities:

1. Provide guidance and day-to-day management to local Administrators
2. Work with other Regional Leads based in the UK and US to share workload, ideas, projects and manage system issues
3. Own the customer relationship, understand requirements, wants and needs of the business / act on feedback / enhance customer experience / find solutions
4. Project manage new rollouts/initiatives
5. Responsible for Regional pipeline, resource counts & data standards
6. Manage panel requirements gathering and support in the ordering & implementation process
7. Ensure stakeholders understand Reporting options via system reports/JLL Dashboards
8. Deliver guidance, demonstrations, and training to all stakeholders
9. Liaison with vendor and key partners
10. Complaint Resolution

Desirable Knowledge & Capabilities:

1. Technical mindset with the ability to learn and understand vendor system and engage with technical experts. Existing knowledge of FM: S Employee would be beneficial, but not essential
2. Proven examples of project management experience
3. Communication – Excellent presentation skills (verbal and written), Ability to provide system demonstrations, talk about system features and constraints to senior stakeholders and create training collateral for general employees
4. Strategic Thinking – Ability to think outside the box to create innovative solutions for our client
5. Client Management – Building trust and understanding client needs. Setting and managing appropriate client expectations
6. Proven examples of providing exceptional and memorable customer experiences at every interaction
7. Team-building – Key stakeholder and collaborators are geographically dispersed. Ability to create team ethos across virtual teams is critical
8. People Management skills as day-to-day management of local Administrators is required
9. Reporting – ability to understand our data, JLL Dashboard reports and system reports and discuss outputs with key stakeholders. Work with JLL BIT to enhance reporting based on client needs
10. Demonstrates continuous improvement of process and procedures

Sound like you? To apply you need to be / have / demonstrate:

1. Working experience with systems
2. Logical approach to replicating system issues and testing
3. An understanding of Project Management disciplines
4. Fluent English. Chinese or Mandarin would be beneficial, but not essential
5. Demonstrates diverse and inclusive behaviours
6. A team player with the ability to engage with colleagues across the Resource Booking Team – delivering output as one team
7. Experienced in working within a complex, corporate environment
8. Inspire trust, adapt, and learn
9. Moderate knowledge of Microsoft Excel, Word and PowerPoint
10. Ability to be flexible and calm under pressure during management of system issues
11. Focus on customers and lead courageously. Proven ability managing customer complaints
12. Ability to work autonomously, in virtual teams
13. Inspires and motivates toward new and stretch opportunities, with a proactive mindset
14. Ability to transfer knowledge and expertise to colleagues that enables and empowers them to grow and develop
15. Influence others, engage and inspire proactive collaboration, communicate effectively and build relationships.
16. Focus on providing relevant solutions to the clients’ challenges, which drive productivity, profitability, client satisfaction or other important business metrics
17. Able to deliver high-quality work in a timely manner, also under time pressure
18. Excellent written and verbal communication skills – able to effectively communicate both with technical experts, JLL management, client, key stakeholders, and vendor partners

What you can expect from us

You’ll join an entrepreneurial, inclusive culture. One where we succeed together – across the desk and around the globe. Where like-minded people work naturally together to achieve great things.

Keep your ambitions in sight and imagine where JLL can take you…

Apply today!
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 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.