HSPD-12: Government Badging & Credentialing Specialist - Site Lead (Washington D.C.)

Company Description

Citizant is a leading provider of professional IT services to the U.S. government. We seek to address some of our country’s most pressing challenges in the areas of Agile application development, Enterprise Data Management, Enterprise Architecture, Product Management, and Program Management support services. We strive to hire only ethical, talented, passionate and committed “A Players” who already align with the company’s core values: Drive, Delivering Excellence, Reputation, Responsibility, and a Better Future. No matter how large we grow, Citizant will retain its collaborative, supportive, small-company culture, where successful team effort to address external and internal customer challenges is valued above all else.

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 is responsible for ensuring compliance with federal identity verification standards, optimizing operations for efficiency, and leading continuous improvement initiatives in the HSPD-12 office.

Duties & Responsibilities:

Operations Management

• Manage 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 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 Development

• Provide guidance and direction to the CS staff to foster a collaborative and productive work environment.
• Identify opportunities for staff training and 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 Oversight

• Communicate any policy or procedure changes to staff and ensure compliance with them.

Data Security and Privacy Management

• Oversee data handling practices for the entire on-site staff.

Recordkeeping and Reporting

• Prepare reports on office productivity, staffing needs, and general office operations for Citizant Upper Management.

Scheduling and Workflow Management

• Oversee scheduling for PIV card services, coordinating availability to reduce wait times and improve service efficiency for the entire staff.
• Maintain a high-capacity workflow to ensure the office can accommodate a large volume of applicants without compromising service quality.

Continuous Improvement

• Collaborate with IRS leadership to introduce operational changes that improve service delivery, compliance, and customer satisfaction.