Service Desk Supervisor

Jones Lang LaSalle Incorporated; Muntinlupa; Vor Ort; PHP 480.000 - 720.000; Vollzeit

Zusammenfassung

Jones Lang LaSalle Incorporated in Muntinlupa, Philippines, is seeking a Service Desk Supervisor to lead the services desk across all shifts, manage rosters, and ensure service delivery while coordinating with vendors and clients.

The role requires hands-on leadership, a Bachelor's degree, and 3–5 years in customer service or facilities operations, with emphasis on quality, KPI tracking, and team coaching. On-site role offering opportunities for growth within facilities management.

Qualifikationen

• Bachelor's degree in Business Administration, Management, Hospitality, or related field.
• 3-5 years of customer service or facilities operations experience with 1-2 years in a supervisory role.
• Experience leading frontline service teams in multi-shift environments.
• Proficiency in Microsoft Office, particularly Excel.

Aufgaben

• Supervise Services Desk team across all shifts and ensure coverage during operational hours.
• Create and maintain roster schedules for Services Desk personnel and Foot Messengers.
• Monitor operations including permit processing, amenities distribution, and vendor coordination.
• Conduct daily team briefings and provide guidance on complex requests.
• Review and approve Permit to Work, Online Material Gate Pass, Online Transmittal Reference Numbers, and Visitor Access Forms.
• Oversee quality of documentation, response times, and adherence to procedures.
• Create incident reports, update trackers, and coordinate resolution.
• Coordinate with GWS Admin and client stakeholders on service delivery.
• Track performance metrics including response times, resolution rates, and CSAT scores.
• Conduct Gemba walks to identify improvement opportunities.
• Handle urgent requests from Associate Administrators and Directors.
• Review Third Party Personnel CBT completion reports.
• Approve Service Desk Weekly Report Tracker submissions.
• Provide coaching and performance feedback to Services Desk Officers.
• Coordinate with Services Coordinators on vendor issues and resource allocation.
• Oversee clean desk item encoding and disposal approvals.
• Review cost charging for photocopying, printing, and lamination services

Kenntnisse

Leadership

Coaching

Customer service

Facilities ops

Scheduling

KPIs

Vendor coordination

Communication

Ausbildung

Bachelor's degree in Business Administration/Management/Hospitality or related field

Lean Six Sigma or process improvement certification

Facilities management certifications (FMP/CFM)

Tools

Excel

CMMS

IWMS

Jobbeschreibung

Service Desk Supervisor### Service Desk SupervisorApply: On-site: Muntinlupa, Philippines: Full time: Posted Today: REQ543006**JLL empowers you to shape a brighter way**.Our people at JLL 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.**Job Description: Services Desk Supervisor** **What this job involves:** As a Services Desk Supervisor at JLL, you'll lead the Services Desk team, managing daily operations across all shifts. You'll supervise officers who handle service requests, process permits, coordinate vendors, and distribute amenities. You'll create team schedules, monitor performance, ensure quality standards, and handle escalations. This role requires hands-on leadership to maintain service excellence and team productivity. **What your day-to-day will look like:*** Supervise Service Desk team across all shifts and ensure coverage during operational hours* Create and maintain roster schedules for Services Desk personnel and Foot Messengers* Monitor operations including permit processing, amenities distribution, and vendor coordination* Conduct daily team briefings and provide guidance on complex requests* Review and approve Permit to Work, Online Material Gate Pass, Online Transmittal Reference Numbers, and Visitor Access Forms* Oversee quality of documentation, response times, and adherence to procedures* Create incident reports, update trackers, and coordinate resolution* Coordinate with GWS Admin and client stakeholders on service delivery* Track performance metrics including response times, resolution rates, and CSAT scores* Conduct Gemba walks to identify improvement opportunities* Handle urgent requests from Associate Administrators and Directors* Review Third Party Personnel CBT completion reports* Approve Service Desk Weekly Report Tracker submissions* Provide coaching and performance feedback to Services Desk Officers* Coordinate with Services Coordinators on vendor issues and resource allocation* Oversee clean desk item encoding and disposal approvals* Review cost charging for photocopying, printing, and lamination services **Required Qualifications:** * Bachelor's degree in Business Administration, Management, Hospitality, or related field* 3-5 years of customer service or facilities operations experience with 1-2 years in a supervisory role* Experience leading frontline service teams in multi-shift environments* Leadership skills including coaching, performance management, and conflict resolution* Experience managing team schedules and workload distribution* Ability to maintain quality standards while managing multiple priorities* Experience tracking KPIs and preparing reports* Proficiency in Microsoft Office, particularly Excel* Experience with quality assurance processes* Strong communication skills for client and vendor interaction* Ability to make decisions under pressure* Understanding of facilities operations including vendor coordination and permit processing **Preferred Qualifications:** * Supervisory experience in facilities management, property management, or BPO operations* Experience with CMMS or IWMS platforms* Facilities management certification (FMP, CFM) or customer service certification (COPC, HDI)* Lean Six Sigma or process improvement certification* Experience managing 24/7 operations* Knowledge of workplace safety protocols and business continuity planningExperience conducting CSAT surveys or Gemba as**Location:**On-site –Muntinlupa, 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 table!