Support Team Lead – Enterprise AI

JLL

3d • Remote

About The Position

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. 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

Requirements

• 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

Nice To Haves

• 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

Responsibilities

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees