Office Manager

Metasys Technologies; Pittsburgh (Allegheny County); On-site; USD 90,000 - 130,000; Full time

Job summary

Metasys Technologies is seeking a Senior Site Manager to lead daily operations for a 3-person team at our largest office within a multi-site legal services account.

You will drive customer success, SLA performance, staffing, and developer leadership while serving as the right-hand to the Senior Services Operations Manager. The position is a 12-month contract with flexible hours to accommodate site needs.

Qualifications

• 5+ years of operations leadership experience.
• Experience managing SLA-driven service delivery and metrics.
• Experience supporting multiple locations or multi-site accounts.
• High school diploma or GED required.

Responsibilities

• Lead daily operations for a multi-location site and oversee a 3-person team.
• Coach, train, and develop staff; manage performance and succession planning.
• Oversee office services including mail, printing, imaging, and records management.
• Ensure SLA performance, service quality, and customer satisfaction across sites.
• Develop processes to improve quality, productivity, and efficiency.
• Prepare monthly operations reviews and client presentations.

Skills

Operations leadership

Customer-facing

MS Office

Analytical skills

Project management

Education

High school diploma or GED

Tools

Ricoh

Canon

ISS

Sodexo

Aramark

Iron Mountain

Williams Lea

Epiq

Job description

Shift: Working hours 8:30 am - 5:30 pm (must be flexible) location is open 7:30 am - 6 pm. Sr Site Manager will work extended hours or adjust schedule as necessary to accommodate site needs.

Overview

Lead daily operations for a 3-person team at the largest office within a 13-location legal services account. Responsible for team leadership, customer success, SLA performance, service quality, staffing, employee development, and multi-site operational support. Serve as the designated successor and operational right-hand to the Senior Services Operations Manager. This is a 12-month contract starting August 17, 2026.

Responsibilities

• Manage daily operations of a medium-to-large site and support multiple locations as needed.
• Lead, coach, train, cross-train, mentor, and develop employees while managing performance, retention, counseling, succession planning, and recognition.
• Recruit, interview, onboard, and retain staff using effective staffing and selection processes.
• Oversee contracted office services, including copy, courier, managed print, hospitality, imaging, digital mail, scanning, records management, production print, and mail services.
• Ensure contract compliance, SLA performance, audit and deadline standards, service quality, productivity, and customer satisfaction.
• Maintain a customer-focused environment through regular customer communication, end-user feedback, satisfaction surveys, and commitment action plans.
• Build and maintain strong relationships with office leadership, customers, and key stakeholders.
• Act as a consultant to customers by identifying workflow enhancements and appropriate service solutions.
• Prioritize complex projects and multiple competing priorities while resolving operational escalations and issues.
• Analyze complex processes, perform root cause analysis, identify gaps and scope creep, and implement effective resolutions.
• Develop, document, and improve processes to increase quality, productivity, operational effectiveness, and customer satisfaction.
• Lead and support teams through all phases of change management.
• Provide operational leadership and remote support across multiple sites, including single-person and small remote locations.
• Serve as the primary backup and operational support to the Senior Services Operations Manager.
• Support staffing and performance management for assigned site personnel and Field Service Representative staff.
• Identify training and performance goals through Individual Development Plans, mentorship, and succession planning.
• Identify and recommend high-performing employees for succession opportunities.
• Maintain expert knowledge of products, services, and operational offerings and provide strategic and tactical recommendations.
• Identify service delivery gaps and adjust process documentation within client or operational requirements.
• Coordinate with sales regarding pricing, orders, invoicing, and related customer issues.
• Prepare and complete Monthly Operations Reviews, site reports, operational reports, customer presentations, business reviews, and other required documentation.
• Present operational metrics and value-added reporting to ensure alignment with contractual requirements.
• Collaborate with leaders, team members, and internal and external customers to implement solutions and initiatives.
• Support QSMs and other operational leadership requirements.
• Perform other duties as assigned.

Requirements

• 5+ years of operations, office services, facilities, workplace, or managed services leadership experience.
• Previous managerial experience strongly preferred, with demonstrated experience leading teams.
• 5+ years of customer-facing experience.
• Experience with coaching, counseling, performance management, training, employee development, retention, and succession planning.
• Experience supporting multiple locations, remote teams, geographically dispersed employees, or multi-site accounts.
• Experience managing SLA-driven service delivery with accountability for metrics, reporting, compliance, and customer satisfaction.
• Experience overseeing high-volume operational workflows such as digital mail, scanning, print production, records management, mail services, imaging, or similar business support functions.
• Strong customer relationship management skills and ability to build trust with office leadership and key stakeholders.
• Advanced Microsoft Office skills, including Excel, Outlook, Teams, and PowerPoint.
• Strong analytical, organizational, decision-making, complex problem-solving, and project management skills.
• Excellent written and verbal communication skills with executive-level professionalism.
• Ability to manage multiple priorities, complex projects, competing demands, and escalations in a fast-paced environment.
• Experience preparing and presenting monthly operational metrics, business reviews, customer presentations, and performance reports.
• Strong technical aptitude and high-level knowledge and understanding of technology.
• Expert customer service, written and verbal communication, and technical aptitude skills.
• Ability to facilitate complex issues and present information to large groups.\
• Demonstrated managerial courage and ability to make sound decisions independently.
• High school diploma or GED required.
• Legal, professional services, financial services, healthcare, or corporate headquarters experience preferred.
• Experience supporting digital mailroom, production print, scanning, and customer-facing services for 100+ employees preferred.
• Experience supporting single-person and small remote site operations preferred.
• Experience with Ricoh, Canon, ISS, Sodexo, Aramark, Iron Mountain, Williams Lea, Epiq, or similar managed services organizations preferred.
• Ability to work Monday through Friday, generally 8:30 AM–5:30 PM, with flexibility to adjust hours between the site's 7:30 AM–6:00 PM operating window based on business needs.
• No driving required.
• Business casual dress.
• Ability to work in an office environment and perform physical activities including standing, walking, bending, reaching, stretching, climbing, and lifting or moving items up to 50 lbs.
• Moderate dexterity and regular use of a keyboard, calculator, hand tools, and eye-hand coordination.