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About the Role

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.

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.

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.
Prior supervisory, lead, or management experience preferred.
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.
Ability to work in a professional office or client-site environment.
Ability to stand, walk, bend, reach, and move throughout the workday as needed to support operations.
Ability to lift, move, or handle office supplies, mail bins, files, paper, and document services materials within company safety guidelines.
Ability to operate or oversee the use of standard office, mailroom, print, scanning, and document services equipment.
May require flexibility in schedule based on business needs, client requirements, or operational coverage.
Some local travel is required for this position.

Skills

Document services operations
Records support
Mail services
Print/reprographics workflows
Office support processes
Billing support
Inventory control
Microsoft Office (Word, Excel, Outlook)
Written communication
Verbal communication
Organizational skills
Problem-solving skills
Prioritization skills
Financial skills
Math skills
Client relationship management
Operational improvements
Supervisory skills
Coaching
Team development
Performance monitoring
Onboarding
Training
Cross-training
Skills development
Accountability
Service excellence
Continuous improvement
Operational discipline
Employee relations
Service issue resolution
Reporting
Vendor coordination
Document management systems
Print management systems
Mail tracking platforms
Ticketing tools
Facilities management platforms

Location

Local travel required

Work Type

Temporary
Full-time
Part-time

Experience Level

5 or more years of related experience
Prior supervisory, lead, or management experience preferred
Experience leading teams in a high-volume, deadline-driven environment

Education Level

High school diploma or GED
Associate’s or bachelor’s degree in business administration, operations management, facilities management, or a related field (preferred)

Salary/Compensations

$115,000—$120,000 USD

Benefits

Career Growth opportunities
Learning & Development programs
Talent recognition programs
Paid Time Off (80 hours/calendar year for full time, 1 hour per 30 hours worked for part-time/temporary)
Bonuses for employee and client referrals
Medical
Dental
Vision
HCFSA
DCFSA
HSA
Commuter Transit and Parking Pre-Tax Plans
Supplemental Life Insurance
Accident Insurance
Critical Illness Insurance
Hospital Indemnity Insurance
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

About the Company

SPS is a global workplace solutions and business transformation company operating in more than 20 countries.
Across North America, we help clients enhance workplace experiences and business operations through services including workplace support, physical and digital mailroom solutions, intelligent document processing, reception and concierge services, and other business support offerings.
Our clients include leading organizations across banking, insurance, legal, higher education, professional services, and many Fortune 500 companies.

Equal Opportunity

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.
SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law.
SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.