Key Purpose

The Support Services Manager will oversee multi-locations to ensure the delivery of excellent customer service throughout multiple client facilities. This position will work in line with the client and ISS Facility Services values to drive the vision and create a seamless service for all employees and guests visiting the facilities. The Support Services Manager should be comfortable using a multitude of customer service skills to meet the wide and varied requirements of the role and will always act as an ambassador of the client’s brand. Reporting to the Key Account Manager, the Support Services Manager will be responsible for leading a team of ISS staff working at various client sites to deliver an excellent work experience. The Support Services Manager reports to a Key Account Manager (or higher) and is exempt from overtime. Evaluate and verify employee performance through the review of completed work assignments and work techniques.

Success Criteria

• Smooth and streamlined working relationship with account key stakeholders to ensure service excellence always
• Excellent multi-tasking skills being able to manage multiple situations in a calm, professional manner
• Use operational knowledge of the facilities/sites to provide or guide swift resolution to any challenges experienced by employees or guests
• Maintain personal awareness of all site and team procedures, embracing and implementing new procedures swiftly
• Establish and carry out projects and organizational goals, policies, and procedures
• Schedule and supervise project work and completion
• Manage cost centers for sites and projects
• Maintains records prepare reports and compose correspondence relative to the work
• Work side by side with operational ISS partners to ensure customer satisfaction
• Screen and evaluate new employees
• Ensure employees follow all rules and policies set forth by the customer
• Coordinate activities by scheduling work assignments, setting priorities, and directing the work of subordinate employees
• Identify staff development and training needs and ensures that training is obtained
• Ensure proper labor relations and conditions of employment are maintained

Ideal Candidate Experience:

• At least 5 years of operating within a Customer Service environment providing guests hosting and/or concierge/reception services to the highest standard
• At least 3 years of previous management experience
• Experience interfacing with all levels throughout a corporate organization
• Able to command credibility and ability to influence
• Excellent financial acumen
• IT literate including MS Office proficiency
• Possess a valid driver’s license
• Demonstrates strong skills in Communication, Decision-making, Leadership, and Problem-solving
• Efficient, with excellent time management skills, customer service skills, and independently motivated
• Ability to train and supervise a group of employees
• Ability to work in a demanding, fast-paced, high-volume environment
• The ability to converse with peers and executives in a genuine, professional, and confident manner
• Excellent verbal communication skills
• Excellent interpersonal skills
• Ability to keep calm under pressure
• A commitment to and knowledge of the organization and its work
• Willingness to strive for excellence even at busy times
• Ability to work under own initiative, polished presentation & Innovative and creative approach

HSEQ Compliance:

All employees must adhere to Health, Safety, Environment, and Quality (HSEQ) policies and procedures to ensure a safe and compliant work environment. This includes following safety protocols, maintaining environmental responsibility, and upholding quality standards in all tasks. Employees are expected to actively participate in HSEQ training and report any potential hazards or compliance concerns.

ISS offers full time employees a variety of benefits including medical, dental, life and disability insurance, as well as a comprehensive leave program based on employment status. The annual salary range for this position is $70000 per year - $73000 per year. Final compensation will be determined based on experience and skills, and may vary from the range listed above.

To Executive Search Firms and Staffing Agencies: ISS Facility Services / Guckenheimer does not accept unsolicited resumes from agencies. All unsolicited resumes will be considered ISS Facility Services / Guckenheimer property, and ISS Facility Services / Guckenheimer will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting the ISS Facility Services / Guckenheimer Human Resources Talent Acquisition Department.

As a global organization, ISS Group is committed to making the international community more resilient and just for all people. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and educational background. We look to lead our industry by example and to positively influence the market wherever we operate.