RPM Coordinator

What this job involves:

As a Ticket Coordinator at JLLyoullserve 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 whereyoullleverageyour understanding of furniture systems workspace modifications and facilities management principles to accurately assess prioritize and route tickets to theappropriate 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.Youllmaintainsystem 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 frominitialticket intake and assessment to resolution tracking and quality assurance

Apply working knowledge of furniture specifications workspace configurations movelogistics and facilities management operations to accurately categorize and assign tickets toappropriate MACand Furniture teams

Complete small business-as-usual (BAU) furniture requests and minor MAC tickets independently whenappropriate 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

Maintaincomprehensive visibility into portfolio-wide MAC and furniture operations tracking open requestsmonitoringcompletion timelines and ensuring alignment with client expectations

Run system reports to track key performance indicatorsidentifybottlenecks in the ticket lifecycle andprovideactionable 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:

Bachelors degree(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-levelproficiencywith 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

Demonstratedproblem-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