Support Services Manager

About us:

Good things are happening at Berkshire Hathaway GUARD Insurance Companies. We provide Property & Casualty insurance products and services through a nationwide network of independent agents and brokers. Our companies are all rated A+ “Superior” by AM Best (the leading independent insurance rating organization) and ultimately owned by Warren Buffett’s Berkshire Hathaway group – one of the financially strongest organizations in the world! Headquartered in Wilkes-Barre, PA, we employ over 1,000 individuals (and growing) and have offices across the country. Our vision is to be a leading small business insurance provider nationwide.

Founded upon an exceptional culture and led by a collaborative and inclusive management team, our company’s success is grounded in our core values:  accountability, service, integrity, empowerment, and diversity. We are always in search of talented individuals to join our team and embark on an exciting career path!

Benefits:

We are an equal opportunity employer that strives to maintain a work environment that is welcoming and enriching for all. You’ll be surprised by all we have to offer!

• Competitive compensation
• Healthcare benefits package that begins on first day of employment
• 401K retirement plan with company match
• Enjoy generous paid time off to support your work-life balance plus 9 ½ paid holidays
• Up to 6 weeks of parental and bonding leave
• Hybrid work schedule (3 days in the office, 2 days from home)
• Longevity awards (every 5 years of employment, receive a generous monetary award to be used toward a vacation)
• Tuition reimbursement after 6 months of employment
• Numerous opportunities for continued training and career advancement
• And much more!

The Support Services Manager is responsible for overseeing the daily operations and strategic direction of the Support Services team. This role ensures the delivery of high-quality logistical, administrative, and facilities-related services across the organization. The manager leads a team of representatives, coordinates with internal departments and external vendors, and drives continuous improvement initiatives to enhance service delivery, efficiency, and employee experience.

Key Responsibilities

Team Leadership & Development

• Supervise, mentor, and develop Support Services Representatives.
• Manage staffing schedules, performance evaluations, and training programs.
• Foster a culture of accountability, service excellence, and continuous improvement.

Operational Oversight

• Oversee all aspects of print and mail fulfillment, shipping/receiving, inventory management, and inter-departmental logistics.
• Ensure timely and accurate execution of support services across multiple office locations, if applicable.
• Monitor service levels and implement corrective actions when needed.

Accounting Service Support

• Manage scanning and data entry of checks received by the organization.
• Prepare and process deposits for all checks dispositioned by the administrative accounting team.
• Maintain provider files, ensuring accuracy and timely updates.
• Perform direct draft and deposit data entry in coordination with the accounting team.
• Ensure compliance with internal controls and confidentiality standards related to financial data.

Strategic Planning & Process Improvement

• Identify and implement process enhancements to improve operational efficiency and reduce costs.
• Develop and maintain standard operating procedures (SOPs) for all support services functions.
• Lead cross-functional initiatives to align support services with organizational goals.
• Build and analyze process flow documents to improve workflows and customer experiences

Vendor & Budget Management

• Manage relationships with external vendors for supplies, shipping, catering, and facilities services.
• Negotiate contracts and monitor vendor performance.
• Develop and manage the Support Services budget, including forecasting and cost control.

Meeting & Event Coordination

• Oversee logistics for internal meetings, executive events, and company-wide gatherings.
• Ensure high-quality catering, room setup, and technical support for events.

Communication & Stakeholder Engagement

• Serve as the primary point of contact for internal departments regarding support services.
• Communicate service updates, changes, and expectations clearly and proactively.
• Address escalations and ensure timely resolution of service-related issues.

• Bachelor’s degree in Business Administration, Facilities Management, or related field preferred.
• Minimum 5 years of experience in office services, facilities, or administrative operations, including 2+ years in a supervisory or managerial role.
• Experience supporting accounting operations or financial data handling is a plus.
• Proven ability to lead teams and manage complex operational workflows.
• Strong organizational, analytical, and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Proficiency in Microsoft Office and experience with inventory/order management and financial systems.
• Lean/Six Sigma background preferred

Salary Range:

50,000-70,000 USD

The successful candidate is expected to work in one of our offices 3 days per week and also be available for travel as required.

The annual base salary range posted represents a broad range of salaries around the U.S. and is subject to many factors including but not limited to credentials, education, experience, geographic location, job responsibilities, performance, skills and/or training