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 What your day-to-day will look like: Regional Operations Leadership Own accountability for service delivery, staffing levels, technician productivity, and customer satisfaction across all U.S. and Canadian operations Lead your Sr. 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 Make decisions on operational model adjustments—staffing strategy, subcontract vs. in-house service delivery, and capability investment Build relationships across peer organizations within JLL to align strategy and solve operational challenges Safety Culture & Compliance Champion a zero-incident safety mindset across all operations; own accountability for safety metrics, incident reporting, and corrective action 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 Model safety discipline in your own conduct and leadership visibility; demonstrate commitment to safety over speed or cost Financial & Operational Performance Own the P&L—revenue targets, cost management, margin performance, and cash flow across North America Develop annual operating plans and budgets; 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; position MTS as operationally excellent and committed to their success 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; ensure everyone understands how their work connects to MTS and JLL strategy 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 Required qualifications: 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 Strong safety mindset and demonstrated commitment to safety culture and compliance Excellent communication and leadership presence; comfortable engaging with field teams, regional leadership, and enterprise clients Analytical and business-minded; ability to translate operational data into action and make sound commercial decisions Travel 25% Preferred qualifications: Commercial real estate account management or maintenance services background Experience leading negotiations with Collective Bargaining Agreements Track record of organizational change, operational transformation, or significant process improvement Knowledge of building systems, controls, or facilities management technologies Locations: Chicago, Atlanta, Dallas-Fort Worth, Charlotte, Nashville (hybrid work environment) Why This Role, Why NowJLL's Accelerate strategy is setting the direction for the next five years. 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. To learn more about JLL, check out our website and investor day presentation.JLL | Commercial Real Estate and Property InvestmentJLL - Investor relationsThis position does not provide visa sponsorship. Location:On-site -Atlanta, GA, Charlotte, NC, Chicago, IL, Dallas, TX, Nashville, TNIf this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. Personalized benefits that support personal well-being and growth:401(k) plan with matching company contributionsComprehensive Medical, Dental & Vision CarePaid parental leave at 100% of salary Paid Time Off and Company HolidaysEarly access to earned wages through Daily PayAt JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. 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