Facilities Support Lead

About the Role

Key responsibilities include serving as the initial point of contact for client employee inquiries and troubleshooting, coordinating onsite facility services, ensuring compliance with service‑level agreements and local regulations, and conducting routine walkthroughs of soft‑service delivery. The role also involves data collection, analysis and reporting to align with client goals, collaborating with internal teams and third‑party vendors, and continuously improving service performance. • Act as primary contact for client employee inquiries, issues, and feedback. • Coordinate onsite facility team services and ensure compliance with SLAs and regulations. • Perform routine walkthroughs to assess soft‑service delivery and stock workspaces. • Collect, analyze and report data to align service performance with client goals. • Collaborate with internal account teams and third‑party vendors to optimize service delivery. • Anticipate client needs, exceed expectations and build lasting relationships. • Respond to all requests within one business day and follow up personally. • Identify and escalate risks to prevent privacy breaches or operational disruptions. • Support client events, manage conference‑room bookings and act as training concierge. • Provide administrative and operational excellence for soft services.

Key Responsibilities

• ▸client liaison
• ▸facility coordination
• ▸sla compliance
• ▸walkthroughs
• ▸data reporting
• ▸vendor collaboration

What You Bring

Whether you have deep experience in commercial real estate, skilled trades, technology, or are looking to apply relevant experience to a new industry, you can join our team as we help shape a brighter way forward. Facility Experience team members are “experts who create value through lasting partnerships,” delivering workplace experiences that are memorable for our clients. The role focuses on delivering exceptional client experience each day through enhanced engagement, proactive communication and high‑touch service within a select portfolio of properties. It aims to increase partnership between JLL, service partners and clients while developing personal and professional skills. This client‑facing position combines a passion for service, people skills and a hospitality‑focused workplace environment. Qualifications require a minimum of 3‑5 years of relevant experience in hospitality, facility or property management, or commercial real estate, along with exceptional customer service skills and a hospitality mindset. Candidates must be able to manage multiple priorities, work independently, communicate professionally and be proficient in Microsoft Office Suite. The position reports to Delta Air Lines, Inc. and is located onsite in Boston, MA. Compensation is estimated between $100,000 and $145,000 annually, and the role does not provide visa sponsorship; candidates must be authorized to work in the United States without sponsorship. The hiring process includes background checks related to the duties of the position, with consideration given to criminal histories in accordance with applicable laws. Applications are accepted on an ongoing basis until a candidate is identified. • Require 3‑5 years experience in hospitality, facilities, or commercial real‑estate. • Demonstrate exceptional customer service, strong interpersonal and communication skills. • Ability to manage multiple priorities in a fast‑paced environment and work independently. • Proficient with Microsoft Office Suite (Teams, Excel, PowerPoint, Word, OneNote, Outlook).

Requirements

• ▸3‑5 years
• ▸hospitality
• ▸customer service
• ▸multitasking
• ▸microsoft office
• ▸communication

Benefits

JLL offers a supportive culture and comprehensive benefits that prioritize mental, physical and emotional health, including a 401(k) plan with company matching, comprehensive medical, dental and vision coverage, paid parental leave at 100 % salary, paid time off, company holidays and early access to earned wages through Daily Pay. Additional personalized benefits are designed to support personal well‑being and growth. If this description resonates with you, we encourage you to apply even if you do not meet every requirement. At JLL we give you the knowledge, tools and opportunity to own your success and help you thrive in a unique, collaborative environment. • Offer 401(k) with company match, comprehensive medical/dental/vision coverage, paid parental leave at 100 % salary, paid time off, company holidays and early wage access via Daily Pay.

Work Environment

Onsite