Service Desk Supervisor

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.

• 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

• 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 as

If 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!

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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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 HRSCLeaves@jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.