Helpdesk & Analytics Operations Lead

CBRE GWS IFM PHILS. CORP.; Mandaluyong; On-site; PHP 700,000 - 950,000; Full time

Job summary

CBRE GWS IFM PHILS. CORP. is seeking an Helpdesk and Analytics Manager (Backoffice, Non-BPO) in Mandaluyong.

The role coordinates multiple workplace support functions including call handling, transport services, van operations, and billing validation. You will monitor KPIs, drive process improvements, and ensure SLA compliance across service streams. The candidate should have 3–5 years in helpdesk or operations support, with supervisory experience, and strong skills in ticketing systems and data

Qualifications

• Bachelor's degree in Business, IT, Industrial Engineering, Operations Management, or related field (or equivalent experience)
• 3–5 years in helpdesk, service delivery, or operations support with 1–2 years in a supervisory role
• Experience with ticketing systems; strong Microsoft Excel and reporting skills
• Experience in SLA monitoring, ticket lifecycle management, reporting, and service coordination
• Ability to analyze data, generate reports, and support dashboards
• Strong coordination and stakeholder management in a fast-paced environment
• BPO/shared services exposure or process improvement experience preferred

Responsibilities

• Oversee call management operations and ensure timely resolution of requests
• Coordinate end-to-end transportation requests and vendor services
• 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 accuracy
• Oversee merchandise and token distribution with proper documentation
• Manage end-to-end processes in ServiceNow and AISee ticketing platforms and generate SLA reports

Skills

Ticketing systems

ServiceNow

KPI analysis

SLA monitoring

Vendor coordination

Data analytics

Education

Bachelor's degree in Business/IT/Engineering

Tools

ServiceNow

AISee

Microsoft Excel

Job description

CBRE GWS IFM PHILS. CORP. is seeking an Helpdesk and Analytics Manager (Backoffice, Non-BPO) in Mandaluyong.

The role coordinates multiple workplace support functions including call handling, transport services, van operations, and billing validation. You will monitor KPIs, drive process improvements, and ensure SLA compliance across service streams. The candidate should have 3–5 years in helpdesk or operations support, with supervisory experience, and strong skills in ticketing systems and data