Support Services Manager

Support Services Manager

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. Support Services Mgr. Will oversee workloads & be responsible for several key departments and maintain updates in our centerwide FMMS system. Support services Mgr. Will work closely with other Managers as well as our Government customers to ensure the highest quality of customer service is provided.

Success Criteria

• 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 linking 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, taking responsibility for increased performance, and ensuring continued self-improvement
• Participate and embrace development opportunities
• 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

Key Areas of Collaboration and Influence

• Communicate effectively with colleagues within the Business Unit and across the company so that information is disseminated effectively and participate in project groups and meetings as required
• Account Organization
• Risk 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

Ideal Candidate Experience

• 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

Key Accountabilities

• Manage reports assigned on a weekly/monthly basis
• Updating 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

Physical Demands & Work Environment

• 8:00am -4:30 pm shift. After hours may be required sometimes
• 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.

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 $90000.00 - $104000.00 . Final compensation will be determined based on experience and skills and may vary from the range listed above.

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.