Ticket Coordinator

Descripción del puesto:

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 sets JLL apart is our culture of collaboration, locally and across the globe, and as a Ticket Coordinator, you'll experience this firsthand as you connect teams and deliver solutions that keep our clients' workplaces running smoothly.

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
* Intermediate Excel level for tracking and reporting
* Advanced English level
* 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

Location:
On-site -Belen, CRI

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), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.

For additional details please see our career site pages for each country.

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.

Jones Lang LaSalle ("JLL") está comprometida a trabajar con personas con discapacidades y proporcionarles accesibilidad. Si necesita un ajuste razonable para cualquier parte del proceso de empleo - incluyendo la candidatura en línea y/o el proceso general de selección - puede enviarnos un correo electrónico a HRSCLeaves@jll.com. Este correo electrónico es solo para solicitar un ajuste razonable. Por favor, dirija cualquier otra consulta general de reclutamiento a nuestra página Contáctanos > Quiero trabajar para JLL