Support Services Manager

Key Purpose

The Support Services Manager is responsible for maximizing customer satisfaction and ensuring delivery of quality services while achieving set goals for revenue and profitability through effective management and coordination of teams, equipment, vendors, and facility resources.

Responsibilities

• Oversee workloads and be responsible for several key departments
• Maintain updates in our centerwide FMMS system
• Work closely with other Managers as well as our Government customers to ensure the highest quality of customer service is provided
• Delivery on contract promises, increased effectiveness and/or efficiency of delivered services through deployment of ISS standards and concepts leveraging innovation and best practice opportunities
• Successful delivery of prioritized projects and programs
• In partnership with internal and external stakeholders, understand upcoming priorities and link project delivery to the needs of the business
• Deployment of relevant projects following the global/local standards while having complete ownership of project roll out and completion
• Develop own skill set in line with established self-appraisal, take responsibility for increased performance, and ensure continued self-improvement
• Successfully meet required timelines that will not infringe on an AQL system in place that if not managed correctly could result in negative Delphi numbers that could allow for adjudications on monthly invoicing and negative KPI’s

Requirements

• 5+ years of direct facilities management experience in a supervisory role
• Bachelor’s degree in Facility Management or related field preferred but not necessary
• Experience with a FMMS system for work tracking and data updates for customer
• Strong supervisory background desirable not required, along with good customer service experience
• Strong computer proficiency skills with emphasis on knowledge of Microsoft products (Excel, Word, Project, Power Point)
• Excellent time management skills; able to organize and work independently
• The ability to multitask with daily duties and multiple jobs at once

Qualifications

• Manage reports assigned on a weekly/monthly basis
• Update customer in FMMS electronically on critical classified work schedules & cost
• Work with sub-contractors on timely resolutions when needed
• Versed in working up job costs concerning Labor/Materia to include all necessary equipment needed to perform all types of project duties
• Must work a minimum of 6 weekends a year to support Preventative Maintenance schedules and demands
• Conducts periodic internal review of established processes to ensure contractual compliance
• Increase customer loyalty and satisfaction through service excellence

Skills

• Effective communication with colleagues within the Business Unit and across the company
• Account OrganizationRisk Management and Compliance
• Customer Organization Local Excellence Functions
• External Partners and Suppliers Account dedicated People & Culture, HSE, and Finance
• Promote the IFS model within the ISS community
• Transfer best practice amongst team members
• Use the account to promote and further develop ISS

Benefits

• Annual salary range: $90,000.00 - $104,000.00 per year
• Full-time employees receive a variety of benefits including medical, dental, life and disability insurance, as well as a comprehensive leave program based on employment status

Pay

• $90,000.00 - $104,000.00 per year

Schedule

• 8:00am - 4:30pm shift

Physical Demands & Work Environment

• Sitting at a computer for 60-70% of the time
• Walking/Inspecting the site 30% of the time
• Must be able to lift a minimum of 40 pounds
• Must be able to work under pressure and time deadlines during peak periods or critical job needs

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

Company Information

• ISS Facility Services / Guckenheimer does not accept unsolicited resumes from agencies
• To Executive Search Firms and Staffing 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 positively influence the market wherever we operate