Job Information:PeopleSoft Job Code/ Title: Technical Services Lead
Global Level: GL-11
About the Role:The Technical Services Lead serves as the operational leader for one or more support services and is accountable for the day-to-day execution, service health, customer experience, and continuous improvement of assigned services. The role acts as the primary operational point of contact for service delivery teams, clients, and internal stakeholders, ensuring service commitments are consistently met while driving accountability, quality, efficiency, and operational excellence.
The Technical Services Lead provides leadership, guidance, and coaching to technical support personnel, manages escalations, monitors performance, identifies operational risks, and drives continuous improvement initiatives that enhance service quality and customer satisfaction. Success in this position requires exceptional customer service, critical thinking, operational leadership, problem-solving, communication, and relationship management skills.
What You'll Do: Essential Duties & Responsibilities- Lead day-to-day delivery and performance of assigned technical services, ensuring SLA compliance, service quality, customer satisfaction, and operational effectiveness.
- Provide operational leadership, coaching, mentoring, and work coordination for support teams.
- Monitor workloads, service metrics, risks, and escalations while driving timely resolution of issues.
- Build and maintain strong client and stakeholder relationships through proactive communication and service delivery.
- Analyze operational data and reporting to identify trends, improve performance, and support decision-making.
- Lead continuous improvement initiatives focused on service quality, efficiency, standardization, knowledge management, and automation opportunities.
- Drafts service updates, accomplishments, performance metrics, and recommendations for monthly business reviews.
- Maintain service documentation, operational records, and support compliance and governance activities.
- Perform other duties as assigned.
Leadership Responsibilities
Provides day-to-day operational leadership, coaching, mentoring, and guidance to team members; no formal people-management responsibilitiesWhat You'll Need:Education & Experience
- Bachelor's degree or equivalent experience.
- 3-6 years of experience in service delivery, technical support, operations, customer support, or related fields.
- Experience managing escalations, reporting, process improvements, client-facing service delivery, and operational performance metrics.
- Experience leveraging data and analytics to drive business decisions.
Key Competencies
- Operational leadership and accountability
- Customer focus and stakeholder management
- Coaching and team development
- Continuous improvement and change management
- Strategic thinking and cross-functional collaboration
- Risk management and problem-solving
Skills
- Excellent written, verbal, and presentation communication skills.
- Strong analytical, troubleshooting, and decision-making abilities.
- Ability to influence stakeholders and communicate effectively with clients, executives, and technical teams.
- Proficiency with Power BI, SharePoint, Power Platform, Excel, PowerPoint, Outlook, and reporting tools.
- Understanding of service management, operational governance, and continuous improvement practices.
CBRE carefully considers multiple factors to determine compensation, including a candidate's education, training, and experience. The minimum salary for the Technical Services Lead is $85,000 annually [or $40.87 per hour] and the maximum salary for the Technical Services Lead is $95,000 annually [or $45.67 per hour]. The compensation offered to a successful candidate will depend on their skills, qualifications, and experience. Successful candidates will also be eligible for a discretionary bonus based on CBRE's applicable benefit program. This role will provide the following benefits: 401(K), Dental insurance, Health insurance, Life insurance, and Vision insurance.
