Office Operations Manager

Service Master NCR has been a trusted leader in disaster response and restoration services in the Washington, DC metro area for nearly 40 years. We specialize in water damage restoration, mold remediation, fire cleaning, hoarding and biohazard cleanup, and reconstruction services across Northern Virginia, Maryland, and Washington, DC. Our team of dedicated professionals is committed to helping families and businesses recover quickly, safely, and with care.

The Office Operations Manager oversees all of Service Master NCR's office operations. This role manages the Service Coordinator team and the various vendors and systems that keep our office running smoothly.

As department manager, you are responsible for making sure coordinators have the tools, support, and direction they need to do their best work. As the team's dedicated leader, you'll hire, develop, coach, and review team members, set consistent service standards, and cross-train the team so every customer-facing task can be covered by more than one person.

As office manager, you are responsible for coordinating solutions between our office vendors and employees. This includes coordinating IT support, phone system management, claims management software, and other systems that need to run smoothly in the background so our workforce can focus on customer service.

The role also oversees day-to-day office administration, including purchasing and supplies, office appearance, field payroll timekeeping, training and meeting logistics, and first-line support for phones, devices, and office technology with the help of our vendors.

We're looking for a professional, positive, and steady leader who leads by example, communicates clearly, and is comfortable having direct conversations when needed.

• Lead and support the Service Coordinator team by making sure the team has the tools, resources, and support they need to do their jobs well
• Set clear expectations for professionalism and service, and hold the team accountable in a fair and consistent way
• Run regular one-on-ones and work reviews using the Ops dashboard
• Document key workflows, assign backups, and help the team share knowledge for cross-training purposes so essential tasks such as customer intake and insurance portal work are always covered
• Serve as the escalation point for customer concerns

• Partner with HR to interview, and recommend hires to COO
• Conduct performance reviews for direct reports
• Recommend promotions and pay changes to the COO
• Support ongoing training and professional growth for the team
• Handle difficult conversations professionally, including performance discussions and disciplinary meetings in partnership with HR and the COO

• Manage the coordinator schedule
• Review and approve PTO requests for direct reports in line with company policy, balancing time off with team coverage
• Step in to support intake and dispatch during busy periods, absences, or large-scale storm events as needed until a permanent fix is in place

• Review field technician timesheets for accuracy before each payroll
• Make timeclock corrections consistently to meet payroll deadlines

• Oversee day-to-day office operations, including supplies, purchasing, furniture, and overall office appearance
• Coordinate meetings, visitor and vendor setups, training sessions, and interview schedules
• Book department business travel and prepare itineraries
• Coordinate workspace, equipment, and system setup for new office hires
• Manage parking requests and accounts
• Serve as a go-to resource for employee questions and requests, connecting them with the right person

• Provide first-line…