Document Services Manager (Temporary)

SPS North America • New York, NY

6d • $115,000 - $120,000 • Onsite

About The Position

The Document Services Manager is responsible for leading daily operations, service quality, team performance, and client-facing execution of document services within a designated site or account. This role oversees document administration, records support, mail and reprographics-related activity, equipment coordination, inventory control, billing support, reporting, and service quality to ensure efficient, accurate, and professional operations. This role is expected to exercise independent judgment, manage competing priorities, develop team members, resolve escalated service issues, support client relationship management, and drive operational improvements aligned with company standards and client expectations.

Requirements

• 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.
• 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.

Nice To Haves

• Prior supervisory, lead, or management experience preferred.
• Associate’s or bachelor’s degree in business administration, operations management, facilities management, or a related field.
• Experience managing services in a corporate, legal, financial services, professional services, or client-site environment.
• Experience with service level agreements, performance reporting, billing reconciliation, vendor coordination, and client-facing account support.
• Familiarity with document management systems, print management systems, mail tracking platforms, ticketing tools, or facilities management platforms.
• Experience leading teams in a high-volume, deadline-driven environment.

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.

Benefits

• Medical
• Dental
• Vision
• HCFSA
• DCFSA
• HSA
• Commuter Transit and Parking Pre-Tax Plans
• Supplemental Life Insurance
• Accident Insurance
• Critical Illness
• Hospital Indemnity
• Legal Program
• Identify Theft Protection
• Pet Discounts
• Pet Insurance
• Group Home and Auto Insurance
• EAP
• Short Term Disability
• Life Insurance
• Education Discounts
• 401k w/ matching
• Entertainment Discounts
• Paid Time Off: Full time: Minimum of 80 hours/calendar year. Part time/temporary: Minimum of 1 hour for every 30 hours worked. PTO amounts may increase based on tenure and/or the assigned account. PTO allows employees to take approved time off for any reason.
• Bonuses: Are available for employee and client referrals for current employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED