Document Services Lead (6-Month Temp)

SPS North America; New York (NY); On-site; USD 115,000 - 120,000; Full time

Benefits offered by this job

Career Growth

Learning & Development

Bonuses

Paid Time Off

401k w/ Matching

Job summary

SPS North America is seeking a Document Services Manager for a temporary role up to 6 months, with potential conversion. You will lead daily document services operations, oversee records and mail workflows, supervise staff, and ensure service excellence for client sites.

The role requires strong leadership, operations know-how, and a focus on process improvements. Responsibilities include billing support, inventory control, reporting, and maintaining compliance with policies.

Qualifications

• High school diploma or GED required.
• 5 or more years of related experience in document services, mail services, reprographics, records management, office services, facilities support, or a similar client-facing operational environment.
• Prior supervisory, lead, or management experience preferred.
• Strong knowledge of document services operations, records support, mail services, print/reprographics workflows, office support processes, billing support, and inventory control.
• Advanced proficiency with Microsoft Office, including Word, Excel, and Outlook.
• Strong written and verbal communication skills, including the ability to explain detailed information to team members and stakeholders.
• Strong organizational, problem-solving, and prioritization skills.
• Basic financial and math skills, including the ability to calculate and review percentages, discounts, markups, billing details, and service-related records.

Responsibilities

• Lead and manage daily document services operations, ensuring timely, accurate, and professional completion of document administration, records support, file maintenance, and related office service activities.
• Oversee the organization, maintenance, transfer, and control of information across reports, files, master records, ledgers, journals, databases, and other recordkeeping systems.
• Ensure document workflows, mail operations, office supplies, equipment, and service support functions operate efficiently and consistently each day.
• Monitor service levels, turnaround times, quality standards, and operational procedures to ensure work is completed according to client expectations and internal standards.
• Identify opportunities to improve processes, reduce errors, increase productivity, and strengthen the overall client experience.
• Supervise, coach, and develop document services staff, including assigning work, monitoring performance, providing feedback, and ensuring consistent adherence to procedures.
• Establish clear expectations for productivity, accuracy, professionalism, attendance, client service, and team communication.
• Support onboarding, training, cross-training, and skills development for team members.
• Promote a culture of accountability, service excellence, continuous improvement, and operational discipline.
• Address routine employee relations matters in partnership with appropriate leadership and human resources teams.
• Serve as a primary point of contact for document services-related inquiries, service concerns, and operational updates.
• Communicate professionally with clients, internal stakeholders, vendors, and team members regarding service activity, issue resolution, reporting, and process changes.
• Investigate and resolve escalated service issues, using judgment to determine appropriate corrective action and follow-up.
• Maintain a strong service presence and ensure the team delivers a professional, responsive, hospitality-oriented experience.
• Oversee the accuracy, preparation, issuance, submission, and reconciliation of bills, invoices, and other payment records related to billable documents or services.
• Ensure work is performed in accordance with company policies, client requirements, records management standards, confidentiality expectations, and applicable procedures.
• Maintain accurate operational documentation, service logs, production records, billing support, and audit-ready files.
• Ensure appropriate handling of confidential, sensitive, or client-controlled information.
• Manage inventory control for document services supplies, reproduction equipment materials, and related service resources.
• Coordinate vendor service calls, equipment performance tracking, preventative maintenance follow-up, and supply replenishment as needed.
• Prepare, review, and consolidate operational reports related to equipment performance, materials inventory, service activity, productivity, quality, and issue trends.
• Use reporting insights to identify service risks, staffing needs, process gaps, and improvement opportunities.
• Resolve operational issues using established procedures, sound judgment, and knowledge of client and company expectations.
• Analyze recurring service issues and implement corrective actions to reduce rework, delays, errors, and client escalations.
• Recommend and implement improvements to workflows, staffing models, equipment usage, reporting practices, and service standards.
• Support account leadership with operational planning, performance reviews, client updates, and special projects.

Skills

Operations management

Staff supervision

Client service

Communication

Microsoft Office

Problem solving

Time management

Billing awareness

Records management

Team leadership

Education

High school diploma or GED

Associate’s or bachelor’s degree in business/operations management

Tools

MS Office

Document management systems

Billing software

Reprographics equipment handling

Job description

SPS North America is seeking a Document Services Manager for a temporary role up to 6 months, with potential conversion. You will lead daily document services operations, oversee records and mail workflows, supervise staff, and ensure service excellence for client sites.

The role requires strong leadership, operations know-how, and a focus on process improvements. Responsibilities include billing support, inventory control, reporting, and maintaining compliance with policies.