Technical Operations Manager

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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.

Technical Operations Manager - Global Support Center

Job Description

Position Overview

The Technical Operations Manager serves as the strategic leader and operational backbone of JLL's Global Support Center (GSC), orchestrating complex 24/7 facility operations across multiple sites while driving team excellence through innovative leadership and continuous improvement initiatives. This role demands an exceptional individual with a great attitude, optimistic approach, and out-of-the-box thinking to navigate the dynamic challenges of critical facility management while fostering team cohesion, growth, and development.

Key Leadership Responsibilities

Strategic Operations Management

• Lead comprehensive daily operations across Arizona, North Carolina, and Pennsylvania Global Support Centers ensuring 100% operational readiness
• Drive incident management events with systematic Root Cause Analysis implementation
• Orchestrate seamless 24/7 operations through dynamic shift management and proactive resource allocation
• Manage complex client relationships and coordinate real-time event responses across multiple facility systems

Team Development & Leadership Excellence

• Inspire and develop a team of professionals through strong team leadership skills and mentoring
• Implement innovative training programs including comprehensive 90-day new hire development and ongoing competency enhancement
• Foster team cohesion and growth through creative problem-solving approaches and collaborative leadership strategies
• Conduct performance management, recognition programs, and career development planning with an optimistic, solution-focused mindset
• Partner with fellow GSC managers to champion a collaborative environment where the strongest ideas drive operational excellence regardless of source.

Systems & Technology Integration

• Oversee Building Automation Systems (BAS), Siemens Fire Panels, radio communications, and Video Teleconferencing infrastructure
• Drive continuous improvement through out-of-the-box thinking in operational efficiency and technology utilization
• Manage comprehensive quality assurance programs with monthly audits across multiple operational categories
• Coordinate advanced technical support for workstations, systems integration, and infrastructure maintenance

Strategic Planning & Business Excellence

• Execute quarterly business reviews and annual strategic planning initiatives
• Maintain extensive reporting systems for executive leadership including monthly Director reports and performance analytics
• Drive safety and regulatory compliance initiatives

Critical Operational Scope

Daily Excellence (365 Days/Year)

• Morning facility readiness and infrastructure assessment
• Incident leadership with comprehensive escalation management
• Proactive building monitoring and critical space tours
• Real-time coordination of contractors, technicians, and operational teams

Strategic Oversight Cycles

• Weekly engineering meetings, staff development sessions, and comprehensive reporting
• Bi-weekly quality audits and certification monitoring
• Monthly training programs, expense management, and performance reviews
• Quarterly strategic planning and annual team performance management

On-Call Leadership (Rotation)

• Provide after-hours escalation support Monday-Friday (7 PM - 6 AM)
• Weekend and holiday coverage with 2-hour response time requirements
• Emergency coordination for building shutdowns and critical system failures

Required Qualifications & Competencies

Leadership & Personal Attributes

• Exceptional attitude and optimistic approach to complex operational challenges
• Proven team leadership skills with demonstrated ability to inspire and develop diverse teams
• Creative, out-of-the-box thinking that drives innovation in operational processes and team development
• Strong emotional intelligence with ability to maintain team morale during high-pressure situations

Technical & Professional Requirements

• Bachelor's degree in Engineering, Facilities Management, or related field preferred, but not required
• Preferred 5+ years of facility management experience with 5+ years in leadership roles
• Advanced knowledge of Building Automation Systems, fire safety systems a plus, and critical infrastructure
• Proven experience in incident management, emergency response, and crisis leadership

Operational Excellence

• Demonstrated success in 24/7 operations management and shift coordination
• Experience with comprehensive quality assurance program development and implementation
• Advanced skills in training program design and team development
• Proficiency in multiple technology platforms and systems integration

Career Impact & Growth Opportunities

This role offers the opportunity to shape critical infrastructure operations while developing exceptional leadership capabilities in a fast-paced, high-impact environment. The successful candidate will drive organizational excellence through innovative thinking, team development, and operational optimization while building lasting client relationships and advancing their career within JLL's dynamic facilities management organization.

The position provides significant growth potential for proven leaders who thrive on complex challenges, enjoy developing others, and possess the optimistic mindset and creative problem-solving abilities necessary to excel in critical facility operations management.

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Location

On-site –Charlotte, NC

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:

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401(k) plan with matching company contributions

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Comprehensive Medical, Dental & Vision Care

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• Paid parental leave at 100% of salary
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Paid Time Off and Company Holidays

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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.