Team Lead

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.   Duties & responsibilities: What this job involvesAddress tickets and escalate to support team as required.  Provide assistance in resolving and ensure issues associated with the system are resolved within agreed service levels.Update Standard Operating Procedure documentation as required (procedures, user guides and training documentations)Manage a team of analysts to deliver SLA and efficient helpdesk supportThoroughly test fixes and enhancements updating test scripts prior to deployment to the live system.Assist with system upgrades and service pack testing as required.Identify key user processing issues that can be reduced by running short knowledge transfer sessionsActively participate in requirements gathering and design of solutions, project deliverables, creating test documentation and executing testing across systems.Work with the business to ensure thorough documentation and testing of enhancements and fixes to production releases.Implement new initiativesEnsure all policies and procedures are kept up to dateImplement Process improvementsTrack and analyze ticket metrics to identify frequently asked questions and user training opportunitiesPerformance objectivesLeadership:Leads by exampleDemonstrated rapid "get going" capabilityCapacity to achieve results within tight resource availabilityTeam player with the confidence to constructively challenge the status quoPersonal Effectiveness:Sets targets for self, and monitors and manages own performance with the guidance from their direct supervisorMonitors progress against own performance measures and achieves results with regular consultation from their direct supervisorDecision Making:Makes suggestions for solutions that resolve problems or improve operationsActively searches out improvement opportunities and implements them after consulting on strategy and options with their direct supervisorRelationship Building:Conducts open, collaborative relations with superiors, peers & clientsGains respect of JLL people and clientsAbility to manage and see links across a diverse range of activitiesCommunication:Communicates effectively with superiors, peers and clientsListens effectively and communicates through actions and exampleStrong communications and relationship skills with the ability to relate to, understand and command respect from subject matter expertsWell-developed internal consulting skills, displaying strong analytical thinking, problem solving, and negotiation abilityKey skillsProven work experience as a team leader or supervisorIn-depth knowledge of performance metricsExcellent communicator, Decision making skills and good presentation skillsProficient in MS Office skills, highly skilled in MS Excel, analytical and reporting skillsLocation: On-site –Taguig, PhilippinesIf 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 tableJLL Privacy NoticeJones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.For additional details please see our career site pages for each country.For candidates in the United States, please see a full copy of our Equal Employment Opportunity 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 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.