Position Overview: 
The Site Lead for an HSPD-12 Office leads a team of onsite credentialing specialists, overseeing all aspects of PIV card enrollment and issuance. This role ensures compliance with federal identity verification standards, optimizing operations for efficiency, and leading continuous improvement initiatives in the HSPD-12 office.Salary Range: $48,000 -$55,000 (depending on experience)Duties & Responsibilities:
Operations ManagementManage team workflow and coordinate resources to maintain efficient operations.Serve as a liaison between staff and Citizant/IRS upper management, relaying important updates and decisions.Resolve escalated customer inquiries or concerns with a focus on high-quality support, addressing issues promptly and professionally.Conduct regular site performance evaluations and communicate the information to the Deputy program manager.Leadership and Team DevelopmentProvide guidance and direction to the CS staff, fostering a collaborative and productive work environment.Identify opportunities for staff training skill-building activities.Provide guidance and mentorship to team members.Organize team-building activities and foster a collaborative culture to boost morale.Set performance goals, conduct regular evaluations, and provide constructive feedback to support team members’ professional growth and high performance.Compliance and Documentation OversightCommunicate any policy or procedure changes to the staff and ensure compliance.Data Security and Privacy ManagementOversee data handling practices for the entire onsite staff.Recordkeeping and ReportingPrepare reports on office productivity, staffing needs, and general office operations for Citizant Upper Management.Scheduling and Workflow ManagementOversee scheduling for PIV card services, coordinating availability to reduce wait times and improve service efficiency for the entire staff.Maintain a high-capacity workflow, ensuring the office can accommodate many applicants without compromising service quality.Continuous ImprovementCollaborate with IRS leadership to introduce operational changes that improve service delivery, compliance, and customer satisfaction.