Shared Support Specialist Lead

JLL empowers you to shape a brighter way.  

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.   

What this job involves:

The Shared Support Specialist Lead provides comprehensive technical support and maintenance for third-party business systems during Technical Support Hours while serving as the team lead for all Systems Support Specialists. This role is responsible for managing incidents, resolving technical problems, and maintaining system configurations while ensuring adherence to established service level agreements. The position requires strong technical troubleshooting abilities to handle complex support issues, combined with leadership capabilities to coach team members, coordinate global operations, and drive continuous improvement initiatives. Working across multiple support channels including ticketing systems, email, and Slack, you will serve as both a key technical resource for end users and a trusted point of contact for the support team. Success in this role requires a balance of technical expertise, problem-solving skills, customer service orientation, and leadership abilities to ensure efficient resolution of technical issues while maintaining high levels of user satisfaction and team performance. You must also effectively collaborate with other technical teams for escalations, participate in strategic meetings with leadership, and contribute to the ongoing improvement of support processes and documentation.

What your day-to-day will look like:

• Handle support requests and incident management, responding to and resolving technical issues according to SLA priorities: Urgent issues (60-minute response, 1-day resolution), High priority issues (2-hour response, 2-day resolution), Normal issues (4-hour response, 3-day resolution), and Low priority issues (8-hour response, 5-day resolution)
• Monitor system performance and maintain operational excellence, troubleshooting and resolving technical issues while serving as escalation point for complex issues
• Manage work order lifecycle and assignment, monitoring status and ensuring timely resolution while tracking metrics and performance indicators
• Lead and coach Systems Support Specialists, creating weekly schedules for the team ensuring all areas and time zones are covered while building and maintaining team morale
• Conduct knowledge transfer sessions for the team, hosting Corrigo Office Hours and training sessions while creating training videos and user guides
• Document known issues and resolutions, maintaining system configuration records and creating and updating technical documentation
• Participate in strategic meetings with leadership and stakeholders, developing improvement ideas and implementation roadmaps while acting as bridge builder between teams
• Generate work order reports and performance metrics, analyzing trends and identifying improvement opportunities while providing data-driven insights for decision making.

Required Qualifications:

• Bachelor's degree in business, computer science, information systems, liberal arts, or related field
• 5+ years' experience in technical support with demonstrated leadership capabilities
• Strong understanding of system configuration and maintenance
• Experience with incident management and problem resolution
• Proven ability to lead, coach, and develop team members
• Excellent documentation and communication skills
• Strong analytical and troubleshooting abilities
• Experience managing work order lifecycles and team coordination
• Ability to participate effectively in strategic discussions with leadership.

Preferred Qualifications:

• ITIL certification
• Experience with enterprise software platforms
• Knowledge of system integration concepts
• Experience with service desk tools
• Background in technical documentation
• Understanding of change management processes
• Experience with Corrigo platform
• Previous experience in team lead or supervisory role
• Experience coordinating global support operations
• Track record creating training videos, user guides, and standard operating procedures
• Background developing and maintaining standardized response templates
• Experience maintaining deep knowledge of enterprise platforms and staying current on system releases and features
• Ability to provide expert guidance on best practices
• Experience facilitating communication between stakeholders and serving as point of contact for escalations
• Track record gathering requirements for special projects and distributing projects among team members
• Background leading special projects and initiatives while driving continuous improvement efforts
• Experience coordinating new initiatives across global teams
• Ability to foster collaboration and knowledge sharing while providing one-on-one coaching and support.

Location: On-site

At JLL, we are collectively shaping a brighter way — for our clients, ourselves and our fellow employees. We choose to take the more inspiring, innovative, and optimistic path on our journey toward success. What sets JLL apart is our culture of collaboration, locally and across the globe, which allows us to create transformative solutions for the real estate industry. We support each other's wellbeing and champion inclusivity and belonging across teams.

JLL is an Equal Opportunity Employer committed to diversity and inclusion.

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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!

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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Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

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For additional details please see our career site pages for each country.

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at HRSCLeaves@jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

Jones Lang LaSalle ("JLL") está comprometida a trabajar con personas con discapacidades y proporcionarles accesibilidad. Si necesita un ajuste razonable para cualquier parte del proceso de empleo – incluyendo la candidatura en línea y/o el proceso general de selección – puede enviarnos un correo electrónico a HRSCLeaves@jll.com. Este correo electrónico es solo para solicitar un ajuste razonable. Por favor, dirija cualquier otra consulta general de reclutamiento a nuestra página Contáctanos > Quiero trabajar para JLL.