Workspace Technical Support Coordinator

What this job involves:  The Technical Support Coordinator plays a fundamental role in operational delivery across JLL's London portfolio, serving as the central coordination point for engineering operations. This position schedules and manages work allocation for shift engineers and day engineers, ensuring seamless service delivery across multiple buildings through a unified team approach. The role is essential to maintaining compliance, meeting service level agreements (SLA), and supporting the engineering team in achieving key performance indicators 

What your day-to-day will look like: 

Scheduling & Resource Management  

• Plan, coordinate, and manage daily schedules for shift engineers and day engineers across the London portfolio 

• Allocate engineering resources effectively to ensure optimal coverage and response times across multiple buildings 

• Balance workload distribution to maintain service continuity and team efficiency 

• Coordinate leave, training, and absence management to ensure minimum staffing levels are maintained 

• Manage shift patterns and rota systems to deliver 24/7 operational coverage where required 

Operational Support & Service Delivery 

• Provide direct technical and administrative support to engineering teams across the portfolio 

• Monitor work orders and reactive maintenance requests to ensure timely assignment and completion 

• Track job progress and ensure all works are performed within agreed SLA timescales 

• Act as the primary liaison between engineering teams, building managers, and clients 

• Coordinate emergency response procedures and ensure appropriate engineer deployment for urgent issues 

Compliance & Quality Assurance 

• Ensure all engineering activities comply with health and safety regulations, building codes, and JLL standards 

• Maintain accurate records of completed works, permits to work, and compliance documentation 

• Monitor and verify that all statutory inspections and planned preventative maintenance tasks are scheduled and completed on time 

• Support audit processes and ensure documentation is readily available for compliance reviews 

Remedial Works Management 

• Review, monitor, and manage remedial quotes resulting from inspections and maintenance activities 

• Track remedial works from identification through quotation, approval, and completion 

• Liaise with contractors and suppliers to obtain competitive quotes for remedial works 

• Maintain a remedial works tracker and provide regular status updates to stakeholders 

• Ensure remedial works are prioritized appropriately based on risk, compliance requirements, and client needs 

Performance Management & KPI Support 

• Monitor engineering team performance against established KPIs and service metrics 

• Produce regular reports on SLA compliance, work completion rates, and resource utilization 

• Identify trends, bottlenecks, and opportunities for improvement in service delivery 

• Support the engineering management team with data analysis to drive continuous improvement 

• Coordinate team meetings and contribute to performance review processes 

Required Skills & Experience 

Essential 

• Previous experience in a technical support, coordination, or administrative role within facilities management or building services 

• Demonstrated ability to manage schedules, resources, and multiple priorities simultaneously 

• Strong understanding of building engineering systems and maintenance operations 

• Excellent organizational skills with meticulous attention to detail 

• Proficient in Microsoft Office Suite (Excel, Word, Outlook) and computerized maintenance management systems (CMMS) 

• Strong communication skills with the ability to interact effectively with engineers, contractors, and clients 

• Understanding of health and safety compliance requirements in building operations 

• Ability to work under pressure and respond flexibly to changing operational demands 

Desirable 

• Knowledge of SLA management and KPI tracking in facilities management environments 

• Experience working across multi-site portfolios 

• Familiarity with procurement processes and quote management 

• Understanding of statutory compliance requirements (e.g., planned preventative maintenance schedules) 

• Previous experience in the commercial real estate or property management sector 

• Understanding of how critical buildings operate  

 Key Competencies 

• Problem-solving and proactive issue resolution 

• Time management and prioritization 

• Attention to detail and accuracy 

• Teamwork and collaboration 

• Customer service orientation 

• Adaptability and resilience 

• Process improvement mindset