Lead Office Services Associate

RR Donnelley•Palo Alto, CA

2d•$21 - $29•Onsite

About The Position

We are seeking a highly organized and customer-focused Lead Office Services Associate to oversee the day-to-day delivery of office services operations within a leading law firm. In this role, you will lead a team of 3-5 employees, directing workflow across key service areas including reprographics (printing, scanning, and copying), reception, mail services, hospitality, and general office support. You will be responsible for ensuring service excellence, managing priorities, resolving operational issues, and building strong relationships with both clients and team members. The ideal candidate will have proven supervisory experience, strong communication and leadership skills, and a hands-on approach to supporting a growing team. Experience in office services, corporate reception, and reprographics is essential, as is the ability to manage multiple requests, maintain high quality standards, and thrive in a fast-paced, client-facing environment. This is an excellent opportunity for a service-driven leader who enjoys developing people, improving processes, and delivering an exceptional workplace experience.

Requirements

High school diploma or equivalent
Minimum of 3 years’ experience in office services preferably in a legal, banking or large corporate environment
Experience leading employees in areas of process and policy adherence, and time and absence tracking
Experience curating workflow in an organized manner to meet deadlines occurring quickly and simultaneously
Intermediate computer skills required, generally using Microsoft Office
Familiar with procedures, software and equipment supporting applicable to service lines
Ability to cultivate and maintain effective working relationships with clients and team members through excellent, professional verbal and written communication skills
Attention to detail with emphasis on accuracy and quality
Ability to handle sensitive and/or confidential documents and information
Capable of demonstrating exemplary work ethics and professionalism at all times; maintains professional demeanor and composure at all customer service interactions
Ability to make independent decisions and use problem-solving skills and in line with appropriate standards/procedures
Excellent problem-solving skills, with the ability and understanding of when to escalate a problem to a supervisory level
Must be able to interact effectively with multi-functional and diverse backgrounds in a fast-paced, team environment
Must be self-motivated with positive can-do attitude

Responsibilities

Conduct time and absence for direct reports, including ensuring system accuracy and compliance with timekeeping policies and procedures
Communicate with direct reports, manager and client on job or deadline issues
Immediately escalate operational problems or issues to Supervisor or Manager
Handle client concerns and be able to problem-solve resolutions in accordance with policies and procedures
Intake jobs by being able to interpret and understand all manners of client request, and coordinate workflow within the team, prioritizing jobs and delegating duties to associates
Ensure team provides outstanding service to client, while building strong customer relationships
Produce required reports on schedule
Assist the team in completing large or more complex jobs (i.e. large numbers of requests or high volumes of incoming/outgoing activities, expansive administrative support requests)
Conduct and oversee quality assurance process to maintain efficient workflow and assure client satisfaction
Monitor workflow to ensure jobs are completed efficiently, accurately and within deadlines
Assess incoming requests selecting the best equipment and/or resources for successful completion
Make sure team follows standard operating procedures
Train new employees on policies and procedures
Load copiers with paper and toner as needed
Maintain all logs and reporting documentation as required
Setting-up conference rooms with audio/visual equipment and/or furniture configuration
Mail and messenger services
Food and beverage services
Assist with reception coverage
Manage multiple phone lines and/or visitor check-in
Support large or complex projects
Immediate client requests
Must be able to lift up to 50 lbs. on a regular basis
Adhere to Williams Lea policies in addition to client site policies
Use equipment and supplies in a cost-efficient manner