Manager, Support Services (Administrative)
Overview:
The Manager, Support Services Mail and Reception is responsible for the strategic oversight and leadership of the organization's mailroom and front desk operations. This position ensures seamless, efficient, and high-quality service delivery that supports internal departments and reinforces a professional, customer-focused experience for all visitors and staff. The Manager drives operational excellence, oversees staff performance and development, and aligns departmental goals with broader organizational priorities. Success in this role requires strong leadership, process improvement expertise, and a commitment to service innovation.
Key Responsibilities:
Lead and manage all functions of mailroom and reception services across multiple sites or high-volume environmentsDevelop and implement strategic initiatives to improve efficiency, cost-effectiveness, and service qualityOversee distribution, collection, and shipping processes for incoming and outgoing mail and packages, ensuring compliance with postal and courier regulationsDirect visitor management, switchboard operations, and front desk support to maintain a high standard of professionalism and securityRecruit, onboard, mentor, and evaluate a diverse support services team; foster a culture of accountability, customer service, and continuous improvementEstablish and maintain standard operating procedures (SOPs) to ensure consistent, optimized service deliveryManage department budgets, monitor inventory, and oversee procurement of mailroom and reception-related supplies and equipmentServe as a primary liaison between support services and internal stakeholders to assess needs and implement tailored service solutionsUtilize data and performance metrics to evaluate services, track KPIs, and prepare regular reports for senior leadershipLead cross-functional initiatives related to facilities, safety, compliance, and customer experience as they relate to mail and reception operations
Qualifications:
Strong customer-centric leadership style with a strategic, results-oriented approachProven ability to adapt to evolving organizational priorities in a fast-paced environmentAnalytical and problem-solving mindset with a track record of process improvements and operational efficienciesFamiliarity with visitor management platforms, switchboard systems, and mailroom tracking technologies
Education and Experience:
Associates or Bachelors degree preferred (or equivalent combination of education and experience)Minimum 57 years of experience in administrative operations, facilities, or support services, including at least 3 years in a supervisory or managerial roleDemonstrated expertise in staff development, workflow optimization, and cross-departmental collaborationIn-depth knowledge of postal regulations, courier services, and mailroom logisticsExcellent communication, organizational, and interpersonal skills
Technical Proficiencies:
Advanced proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, SharePoint, OneDrive)Experience with Microsoft Teams and video conferencing toolsFamiliarity with Microsoft D365 and High Jump systemsCompetence in data management, reporting tools, pivot tables, and Excel formulasStrong time and project management skills
Work Environment:
Ability to walk, stand, bend, lift, twist, and climb stairs for extended periodsCapable of lifting packages up to 50 lbs. and managing the physical demands of mailroom operationsBilingual (English & Spanish) preferred for effective communication with a diverse team and client base
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