Service Desk Supervisor

Jones Lang LaSalle Incorporated; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Jones Lang LaSalle Incorporated in the Philippines is seeking a Services Desk Supervisor to lead the Services Desk team across all shifts, supervise officers handling service requests, process permits, coordinate vendors, and ensure service excellence.

You will create rosters, monitor performance, review reports, coach staff, and coordinate with client stakeholders to maintain high CSAT scores and quality standards in a busy, on-site environment at Muntinlupa.

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.

Responsibilities

• 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.

Skills

Leadership

Coaching

Performance management

Scheduling

KPIs reporting

Client communication

Vendor coordination

Decision making under pressure

Education

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

Tools

CMMS

IWMS

Microsoft Excel

Job description

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:

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 planning
• Experience conducting CSAT surveys or Gemba

Location:

On‑site –Muntinlupa, Philippines

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you’re pursuing.

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JLL Privacy Notice Jones 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.

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 [e-mail]. This email is only to request an accommodation.

For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500® company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAYSM.

JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit jll.com.