Helpdesk & Analytics Operations Lead

CBRE; Mandaluyong; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

CBRE is seeking a Helpdesk and Analytics Manager to coordinate workplace support functions across Accenture site and satellite offices in Metro Manila. You will oversee call management, transportation, van services, food service support, billing validation, merchandise distribution, and ticketing system oversight to ensure SLA targets and efficiency.

Lead a front-line team, partner with vendors and internal teams, and drive data-driven improvements using ServiceNow and analytics to boost service

Qualifications

• 3–5 years in helpdesk, service delivery, or operations support.
• 1–2 years in supervisory or team lead role.
• Experience with ticketing systems and Excel reporting.
• BPO/shared services experience preferred.

Responsibilities

• Oversee daily call operations and ensure timely resolution.
• Analyze call volume trends to optimize staffing.
• Coordinate transportation requests with vendors.
• Supervise scheduling and deployment of workplace van services.
• Coordinate food service requests and manage vendor follow-ups.
• Lead validation activities for billing processes and ensure compliance.
• Manage ServiceNow and AISee ticketing platforms and generate reports.

Skills

Ticketing systems

ServiceNow

KPI tracking

Vendor coordination

Coaching staff

Data analysis

SLA monitoring

Cross-functional collaboration

Education

Bachelor’s degree in Business, IT, or related field

Tools

ServiceNow

Excel

Job description

CBRE is seeking a Helpdesk and Analytics Manager to coordinate workplace support functions across Accenture site and satellite offices in Metro Manila. You will oversee call management, transportation, van services, food service support, billing validation, merchandise distribution, and ticketing system oversight to ensure SLA targets and efficiency.

Lead a front-line team, partner with vendors and internal teams, and drive data-driven improvements using ServiceNow and analytics to boost service