Service Desk Supervisor - Lead Multi-Shift Ops & CSAT

Jones Lang LaSalle Incorporated; Muntinlupa; On-site; PHP 480,000 - 720,000; Full time

Job summary

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.

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.
• Proficiency in Microsoft Office, particularly Excel.

Responsibilities

• 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

Skills

Leadership

Coaching

Customer service

Facilities ops

Scheduling

KPIs

Vendor coordination

Communication

Education

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

Job description

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.