Team Lead

Job Description

Job Description

Type: Full Time

Location: Rockville, MD (National Capital Region)

Overtime Exempt: Yes

Reports to: ARMADA HQ

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ARMADA is seeking an experienced Team Lead to support the Department of Health and Human Services (HHS), Program Support Center (PSC), Real Estate, Logistics, and Operations (RLO), Intake, Suitability, and Badging Services (ISBS). This position provides leadership and oversight of a team supporting personnel security, suitability, and badging operations while ensuring program objectives, customer service standards, and performance metrics are achieved.

Duties & Responsibilities:

• The Team Lead serves as the primary point of contact for assigned staff, providing guidance, operational oversight, training support, and continuous process improvement in support of a mission-critical federal program.
• Manage a team of Specialists who will either be located onsite or remote depending on assignment.
• The Team Lead will oversee critical aspects of intake, suitability, and badging operations, including VIP support services, ensuring to maintain clear and timely communication with VIP customers, including updates, escalations, and proactive notifications, and when necessary, quickly and efficiently addressing issues to be escalated to Federal Leads.
• Ensure daily operations run efficiently and smoothly.
• The Team Lead will contribute significantly to training efforts, developing comprehensive materials on the intake, suitability, and badging services functions in compliance with current policies.
• Provide weekly performance evaluation reports to federal leads.
• Build rapport with internal staff, as it enhances operations and facilitates seamless information flow.
• The Team Lead will determine project objectives and priorities to establish effective plans to handle influxes of work and challenging cases while communicating changes and recommending solutions for ad hoc issues and conflicts.
• Demonstrate consistent commitment to providing outstanding service and exceeding organizational goals.
• The Team Lead will address personnel performance issues to ensure timely changes are made so that program tasks, goals, and objectives can be met effectively and efficiently.
• Conduct and facilitate meetings to discuss work projects and process improvements.
• Analyze and evaluate the effectiveness of established policies and procedures. Apply a data-driven approach to enable informed decision-making and the continuous improvement of ISBS operations.
• The Team Lead will implement improvements to processes, policies, and procedures.
• Ensure that key activities are understood and executed in a timely and correct manner.
• Be able to indicate, identify, and report errors to Federal Leads within 3 days of initial awareness.
• The Team Lead will ensure team members are meeting the metrics based on the specific position requirements by reviewing KPIs daily.
• Manage team workloads to ensure the most efficient operations and prioritization of tasks as appropriate. Shift work across team members accordingly.
• The Team Lead will lead and manage special projects to assist in achieving critical objectives.
• Use analytical analysis to identify areas of concern or strength in Program operations.
• The Team Lead will analyze and evaluate the effectiveness of established policies and procedures. Apply a data-driven approach to enable informed decision-making and the continuous improvement of DCS operations.
• Team Lead will manage a team of six (6) or more Specialists, Assistants, or Staff in specific ISBS roles or areas.
• Team Lead will review sixty (60) or more badging actions daily to identify and report errors to Federal Leads that include corrective action plans for resolving the discrepancies, within 2 business days of the findings.
• Team Lead will oversee, manage and audit up to 1,860 or DCS cases monthly.
• Oversee and provide guidance to a team of 15 or more staff.
• Team Lead will oversee and direct operations in 4 resource mailboxes or more.
• Other duties as assigned.

Knowledge, Skills and Abilities (KSAs):

• Ability to work effectively with Government leadership, technical personnel, and contractor staff.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office applications.

Minimum Education/Experience:

• Bachelor's Degree preferred, not required.
• Five (5) years of relevant experience managing programs and/or projects

Preferred Experience:

• Experience leading personnel security, suitability, badging, or credentialing operations.
• Experience supervising teams in a federal government or government contractor environment.
• Experience supporting HSPD-12 credentialing programs.
• Experience developing or delivering employee training.
• Experience analyzing performance metrics and implementing process improvements.
• Experience preparing reports, briefings, and executive-level communications.

Applying: If you feel you have the knowledge, skills and abilities for this position visit our careers page at

Disclaimer:

The above information has been designed to indicate the general nature and level of work to be performed. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the contractor assigned to this position.

ARMADA provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. ARMADA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Must be able to successfully pass a background check, and pre-employment drug testing. Job offers are contingent upon results of background check and drug testing.