RPM Coordinator

What this job involves:

As a Ticket Coordinator at JLL, you'll serve as the operational hub for our Moves, Adds, Changes (MAC) and Furniture portfolio, managing the complete help desk lifecycle while ensuring seamless coordination between requestors and service delivery teams. This role positions you as the critical first point of contact for all MAC and furniture-related requests, where you'll leverage your understanding of furniture systems, workspace modifications, and facilities management principles to accurately assess, prioritize, and route tickets to the appropriate teams. We believe the most effective teams are built when everyone is empowered to thrive, and this position offers you the autonomy to handle business-as-usual (BAU) furniture and minor MAC requests independently while building strong relationships across the organization. You'll maintain system accuracy, track performance metrics, and support operational excellence through intelligent ticket management and proactive communication.

What your day-to-day will look like:

* Manage all aspects of MAC and furniture help desk operations throughout the complete lifecycle, from initial ticket intake and assessment to resolution tracking and quality assurance

* Apply working knowledge of furniture specifications, workspace configurations, move logistics, and facilities management operations to accurately categorize and assign tickets to appropriate MAC and Furniture teams

* Complete small business-as-usual (BAU) furniture requests and minor MAC tickets independently when appropriate, coordinating directly with end users and vendors as needed

* Prioritize incoming requests based on urgency, service level agreements, and resource availability, ensuring critical workspace needs are addressed promptly

* Escalate complex MAC projects and specialized furniture requests to on-site teams with detailed context and documentation, coordinating communication between stakeholders throughout the resolution process

* Maintain comprehensive visibility into portfolio-wide MAC and furniture operations, tracking open requests, monitoring completion timelines, and ensuring alignment with client expectations

* Run system reports to track key performance indicators, identify bottlenecks in the ticket lifecycle, and provide actionable insights to leadership on MAC and furniture service delivery

* Support continuous improvement initiatives by analyzing trends in request types, completion times, and recurring issues to recommend process enhancements

* Perform other duties as assigned to support evolving business needs and contribute to the overall success of the account

Required qualifications:

* Bachelor's degree required (Business Administration, Facilities Management, Operations, or related field preferred)

* 1-2 years of relevant experience in help desk coordination, facilities operations, workplace services, or related roles

* Understanding of furniture systems, workspace moves, and facilities management concepts sufficient to assess request complexity and assign tickets appropriately

* High-level proficiency with Microsoft Office Suite, particularly Excel for tracking and reporting

* Strong organizational and coordination skills with the ability to manage multiple priorities and competing deadlines simultaneously

* Excellent communication skills with the ability to effectively interact with end users, vendors, facilities teams, and management stakeholders

* Demonstrated problem-solving abilities and attention to detail in fast-paced operational environments

Preferred qualifications:

* Experience with Computerized Maintenance Management Systems (CMMS), ticketing platforms, or workplace service management tools

* Familiarity with common furniture vendors, product specifications, and standard workspace configurations

* Background in project coordination for moves, office reconfigurations, or space planning initiatives

* Proven ability to multitask effectively and adapt quickly to changing priorities in dynamic workplace environments

* Experience generating reports and presenting operational metrics to various stakeholder levels