RPM Coordinator

Ticket Coordinator

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.

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

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Location:

On-site Des Moines, IA

If this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements. We're interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:

• 401(k) plan with matching company contributions
• Comprehensive Medical, Dental & Vision Care
• Paid parental leave at 100% of salary
• Paid Time Off and Company Holidays
• Early access to earned wages through Daily Pay

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.