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JLL Logo JLL · IT - Administration

EMEA Ticket Management Performance Manager

Poland, Warsaw · Job Posted February 20, 2026
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Job Description

We are seeking a skilled and motivated Ticket Management Performance Manager to drive excellence in our ticket management operations, primarily focused in EMEA. This role will be instrumental in enhancing team performance, developing training programs, and ensuring consistent, high-quality service delivery across our ticket management function.

Job Responsibility

  • Develop and implement performance metrics and KPIs for ticket management teams
  • Regularly analyze performance data to identify trends and areas for improvement
  • Collaborate with resolver group leaders to set performance targets and create improvement plans
  • Conduct periodic performance reviews and provide constructive feedback
  • Design, develop, and deliver comprehensive training programs for new and existing teams related to ticket management
  • Create and maintain up-to-date training materials, including manuals, guides, and e-learning modules
  • Identify skill gaps and implement targeted training initiatives to address them
  • Conduct regular audits of ticket resolutions to ensure adherence to standards and procedures and quality meets customer expectations
  • Develop and maintain quality assurance guidelines and scorecards
  • Collaborate with insight teams to understand and address response quality issues
  • Collaborate with the Global Ticket Management Program Manager, Global Help Desk and other stakeholders to identify and implement process improvements
  • Gather feedback from team members and stakeholders to inform process enhancements
  • Assist in the documentation and standardization of best practices
  • Generate regular reports on ticket management performance for senior management
  • Utilize dashboards and perform data analytics to provide insights and drive decision-making
  • Create and distribute daily, weekly, and monthly performance reports to relevant stakeholders
  • Prepare and present business reviews (weekly, monthly, quarterly) highlighting key metrics, trends, and improvement initiatives
  • Collaborate with regional facility management and other stakeholder teams to streamline and standardize workflows, tools, and best practices
  • Provide guidance and mentorship to Global Help Desk to improve their technical and ticket support responsibilities
  • Develop and implement globally consistent training programs for new and existing resolver groups to ensure they are equipped to effectively manage tickets
  • Serve as the primary liaison between Global Help Desk functions and regional operations teams
  • Develop communication plans for new processes, tools, or organizational changes affecting ticket management
  • Ensure clear and timely communication of changes to all relevant stakeholders
  • Gather feedback from team members and end-users on implemented changes and report on their impact
  • Provide feedback on dashboard enhancements & improvements
  • Understand ticket management systems, structures and integrations
  • ensuring business processes are effectively connected

Requirements

  • 7+ years of experience in facilities management or help desk operations, with a focus on global process standardization
  • Bachelor's degree in Business, Facilities Management, or related field (or equivalent work experience)
  • Proven track record in developing and implementing standardized processes across multiple regions
  • Expert in client relationship management and stakeholder communication at all levels
  • Proficient in data analysis and performance metric development for global operations
  • Deep understanding of facilities and help desk operations, including ticketing systems and SLAs
  • Strong problem-solving skills with a history of driving process improvement

Nice to have

  • Experience in training and mentoring global teams
  • Familiarity with cutting-edge facilities management technologies and maintenance practices
  • Previous involvement in organizational transformation projects
  • Certification in ITIL, Six Sigma, or relevant field
  • Experience in ticket categorization and routing optimization

What we offer

  • Personalized benefits that support personal well-being and growth
  • Supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health
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