Support Services Manager

Hunter Super Techs - TurnPoint; Houston (TX); On-site; USD 70,000 - 73,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Life insurance

Disability insurance

Paid leave

Job summary

ISS Facility Services / Guckenheimer is seeking a Support Services Manager to oversee operations across multiple client facilities in Houston and surrounding areas. The role focuses on delivering excellent service, acting as a brand ambassador, and coordinating with client stakeholders to drive the vision and standards.

The ideal candidate has at least 5 years in customer service leadership, strong financial acumen, and IT literacy.

Qualifications

• At least 5 years of operating within a Customer Service environment
• Experience managing teams at multiple client sites
• Able to interact with all levels of a corporate organization
• Strong communication, leadership, and problem-solving abilities
• Proficient in MS Office and IT literacy

Responsibilities

• Oversee multiple locations to ensure delivery of excellent customer service
• Lead a team of ISS staff at various client sites and coordinate with account stakeholders
• Evaluate employee performance and ensure adherence to client policies
• Plan, schedule, and supervise project work and costs
• Maintain records, prepare reports, and communicate progress to management

Skills

Customer service

Communication

Decision-making

Leadership

Problem-solving

Time management

Independent motivation

Staff training

Interpersonal skills

Crises management

Tools

MS Office

Job description

Key PurposeThe 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 CriteriaSmooth and streamlined working relationship with account key stakeholders to ensure service excellence alwaysExcellent multi-tasking skills being able to manage multiple situations in a calm, professional mannerUse operational knowledge of the facilities/sites to provide or guide swift resolution to any challenges experienced by employees or guestsMaintain personal awareness of all site and team procedures, embracing and implementing new procedures swiftlyEstablish and carry out projects and organizational goals, policies, and proceduresSchedule and supervise project work and completionManage cost centers for sites and projectsMaintains records prepare reports and compose correspondence relative to the workWork side by side with operational ISS partners to ensure customer satisfactionScreen and evaluate new employeesEnsure employees follow all rules and policies set forth by the customerCoordinate activities by scheduling work assignments, setting priorities, and directing the work of subordinate employeesIdentify staff development and training needs and ensures that training is obtainedEnsure proper labor relations and conditions of employment are maintainedIdeal Candidate Experience:At least 5 years of operating within a Customer Service environment providing guests hosting and/or concierge/reception services to the highest standardAt least 3 years of previous management experienceExperience interfacing with all levels throughout a corporate organizationAble to command credibility and ability to influenceExcellent financial acumenIT literate including MS Office proficiencyPossess a valid driver’s licenseDemonstrates strong skills in Communication, Decision-making, Leadership, and Problem-solvingEfficient, with excellent time management skills, customer service skills, and independently motivatedAbility to train and supervise a group of employeesAbility to work in a demanding, fast-paced, high-volume environmentThe ability to converse with peers and executives in a genuine, professional, and confident mannerExcellent verbal communication skillsExcellent interpersonal skillsAbility to keep calm under pressureA commitment to and knowledge of the organization and its workWillingness to strive for excellence even at busy timesAbility to work under own initiative, polished presentation & Innovative and creative approachHSEQ 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.