Head of Technical Services and Support

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.
The Director of Mobile Technical Services (MTS) North America leads field operations, profitability, and operational excellence across a $350M platform delivering mechanical, electrical, plumbing, controls, and related critical technical services. Reporting to the Global Head of MTS, you own end-to-end accountability for service delivery, financial performance, safety culture, and team development across all U.S. and Canadian operations—managing over 1,500 technicians and operations staff. Success requires moving between strategic decisions (P&L management, service expansion, pricing strategy) and on-the-ground accountability (safety performance, technician quality, customer satisfaction). You’ll lead through regional directors and operations managers, set clear performance standards, and champion a culture where safety, technical excellence, and integrity are non-negotiable. What sets MTS apart is the scale and complexity of the work—and the opportunity to build a best-in-class technical services organization that positions JLL as the partner of choice for facilities-critical technical services across North America.
Own accountability for service delivery, staffing levels, technician productivity, and customer satisfaction across all U.S. and Canadian operations
Director (Canada), and Operations Support leader; set performance expectations, provide coaching and feedback, and develop your leadership bench
Work with regional teams to manage workload allocation, resource deployment, and skill mix to balance demand and profitability across geographies
Conduct regular operations reviews; monitor KPIs around response time, first-call resolution, technician utilization, customer retention, and safety performance
in-house service delivery, and capability investment
Safety Culture & Compliance Champion a zero-incident safety mindset across all operations; Ensure compliance with all regulatory, safety, and statutory requirements across mechanical and electrical services in all jurisdictions
Work with Quality & Business Intelligence partners and training leadership to embed safety standards and field competency into operations
Financial & Operational Performance Own the P&L—revenue targets, cost management, margin performance, and cash flow across North America
track performance against plan and act on variance (cost, utilization, pricing, overhead)
Partner with leadership to develop profitability strategies through pricing adjustments, service mix optimization, labor productivity, and operational efficiency
Make capital allocation decisions on tools, vehicles, and technology investments that drive productivity, safety, and quality
Support business development and account management with pricing strategy, scalability assessment, and operational feasibility for new or expanded service delivery
Client Satisfaction & Account Management Ensure your team delivers on service level agreements and client commitments; drive accountability for on-time performance, quality, and responsiveness
Own the customer feedback loop—understand dissatisfaction drivers, communicate resolution, and drive process improvements
Build trust and credibility with key account decision-makers; Team Development & Leadership Build a pipeline of internal talent for director and manager roles; actively develop high-performing operations leaders
Set clear performance expectations and accountability for your direct reports; provide regular feedback, coaching, and growth opportunities
Hire and onboard regional leaders; assess talent gaps and build the management bench needed to scale operations
Support negotiations via collective bargaining agreements
Create a culture of collaboration, inclusion, and accountability where operational excellence, safety, and client focus drive how we work
Communicate strategy, business performance, and success metrics to your team; Operations Enablement & Continuous Improvement Work with Quality & Business Intelligence partners to identify operational bottlenecks, inefficiencies, and improvement opportunities
Support the adoption of digital tools and data-driven decision-making for field scheduling, asset management, workforce productivity, and performance visibility
Stay current with emerging technologies and operational best practices; evaluate opportunities to pilot or scale innovations that improve efficiency and safety
Provide input on capability gaps and requirements to inform service line expansion, technology investment, and strategic planning
Bachelor’s degree in engineering, Business, Operations Management, Facilities Management, or a related field
10+ years of operational or P&L leadership experience in technical services, field operations, or related hard services environment
Demonstrated success owning and managing a P&L—budget accountability, cost management, and profitability improvement
Proven track record building and developing operations teams; ability to hire, coach, and advance managers and supervisors
Hands‑on understanding of technical services operations—mechanical, electrical, plumbing, HVAC, or controls systems sufficient to credibly lead technical teams and engage with clients
comfortable engaging with field teams, regional leadership, and enterprise clients
ability to translate operational data into action and make sound commercial decisions
Travel 25%
Commercial real estate account management or maintenance services background
Track record of organizational change, operational transformation, or significant process improvement
Knowledge of building systems, controls, or facilities management technologies
Chicago, Atlanta, Dallas‑Fort Worth, Charlotte, Nashville (hybrid work environment)
The HR leader in this role will have a direct line of influence on those decisions, not as a support function, but as a genuine strategic partner with a seat at the table. Location: On-site -Atlanta, GA, Charlotte, NC, Chicago, IL, Dallas, TX, Nashville, TN
Personalized benefits that support personal well-being and growth: Comprehensive Medical, Dental & Vision Care
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.
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We help our people thrive, grow meaningful careers and find a place where they belong. For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500 company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise.

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