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Support Team Lead – JLL
What this job involves:
This is not a traditional support team lead role. This is a senior leadership position responsible for transitioning JLL's Enterprise AI support function from a conventional tiered model to an agentic, AI-native operation. You will run today's global support team while designing and building the future state—defining which tasks AI agents handle autonomously, what human roles become post-transition, and how the team, tools, and operating model evolve together. Reporting to Enterprise AI Product Enablement leadership, you will drive a fundamental transformation in how JLL delivers support at scale, positioning the organization at the forefront of AI-powered operations.
What your day-to-day will look like:
Own the roadmap for transitioning support from tiered ticket handling to an agentic platform where AI agents resolve the majority of Tier 0–1 volume autonomously
Lead a global team of AI Product Specialists across AMER, EMEA, and APAC, maintaining quality while progressively shifting volume to agentic workflows
Evaluate and implement agentic support tooling (auto-triage, auto-resolution, proactive issue detection) in partnership with Engineering
Manage ServiceNow/ServiceCloud integration, JIRA bridge, Pendo in-app guidance, adoption dashboards, and vendor SLA enforcement for the Agentic platform relationship
Translate support data and agent performance patterns into structured product feedback for Product Management and Engineering
Build the upskilling program for the agentic transition: AI literacy, prompt engineering, agent evaluation, and technical troubleshooting for AI systems
Present support operations performance and agentic transition progress to AI Leadership
Required Qualifications:
6–10 years in technical support operations, AI/ML operations, or platform engineering, with 3+ years of people management at scale
Led at least one operational transformation that fundamentally changed how work gets done
Working-level proficiency with generative AI: daily use of LLMs, ability to evaluate output quality, and informed opinions about where AI works and where it doesn't
Experience operationalizing AI-powered automation (chatbots, intelligent routing, auto-resolution, or similar)
Track record in matrixed, cross-functional environments with globally distributed teams
Preferred Qualifications:
Understanding of agentic AI architectures: autonomous agents, tool use/function calling, RAG, multi-agent orchestration
Familiarity with enterprise AI infrastructure: SSO/SCIM, API integrations, MCP connectors, identity management
Experience with AI observability: model performance tracking, confidence scoring, drift detection, quality evaluation
Working knowledge of ServiceNow/Cloud, JIRA, Pendo, or equivalent support and analytics platforms
Exposure to agent development frameworks sufficient to evaluate capabilities and guide technical decisions
Proven ability to manage the human side of transformation—communicate vision, create psychological safety, and position role evolution as career growth
Estimated compensation for this position:
This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.
Location:
Remote –Toronto, ONOpening Type:
New RoleIf this job description resonates with you, we encourage you to apply even if you don’t meet all of 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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