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JLL Logo JLL · Real Estate

Facilities Support Lead

United States, Boston 100000.00 - 145000.00 USD / Year · Job Posted February 20, 2026
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Job Description

The role is responsible for delivering exceptional client experience every day through enhanced engagement, proactive communication and high touch service within a select portfolio of properties. The role will be expected to increase the level of engagement and partnership between JLL, service partners and our clients to provide superior service delivery while enhancing their individual personal and professional skills. This Client facing role provides the opportunity to combine your passion for service, brilliant people skills and enthusiasm for creating a hospitality focused workplace environment.

Job Responsibility

  • Serve as the initial point of contact for all Client employee inquiries, issues, troubleshooting, and feedback related to the services within the workplace
  • Serve as an onsite contact and coordinate facility team services
  • Ensure services are executed in a manner consistent with the SLA’s, standard processes, professional brand image and compliant with applicable local laws, rules and regulations
  • Conduct routine walkthroughs and assessments of the soft services delivery to ensure compliance with service level agreements, policies and regulations, and performance metrics
  • Support data collection, analysis and reporting to ensure alignment with the Clients’ goals and objectives
  • Strive to continually improve experience service performance
  • Achieve and exceed goals including performance goals, team goals and Clients' goals and objectives
  • Works collaboratively within the account team in the delivery of services across all business lines
  • Assists with third party vendor relationships and service partners to provide maximum service delivery
  • Intuitive service delivery, anticipating needs or concerns exceeding Client expectations
  • Builds meaningful lasting relationships with Client employees and guests, carrying calling and culture cards
  • Walks floors to ensure Workspaces (offices, desk, conference rooms, mailroom, pantries, etc.) are stocked and maintained
  • Receives and responds to all requests or issues within one day of receipt, including a personal follow up to Client employees to ensure questions / requests are answered
  • Identify potential risks and escalate, as appropriate, to ensure no privacy breech, security incident or disruption to Client’s operations occur
  • Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices, new tools, process re-engineering and other ideas that provide service delivery efficiencies
  • Assistance and flexibility with Client events as needed to ensure flawless delivery
  • Serve as training center concierge for internal /external events and manage conference room bookings including scheduling conflicts
  • Provide administrative and operational excellence for soft services
  • Perform additional job duties, as requested

Requirements

  • 3-5 years minimum prior relevant experience in hospitality, facility / property management, janitorial operations and/or knowledge of commercial real estate, preferred
  • Exceptional customer service skills and professionalism with a passion for hospitality
  • Ability to manage multiple priorities and deliver results in a fast-paced environment
  • Highly collaborative with strong interpersonal skills and track record of excellent internal and external customer service
  • Ability to work independently – strong prioritization and time management skills
  • Ability to work with diverse teams – lead by example
  • respectful, cooperative, accountable
  • Excellent verbal and written communication skills with the ability to communicate professionally
  • Excellent organizational skills and process management
  • Ability to adapt to new devices, technology and applications
  • Proficient skills in Microsoft Office Suite (Teams, Excel, PowerPoint, Word, OneNote, and Outlook)
  • Candidates must be authorized to work in the United States without sponsorship

What we offer

  • 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
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