BTI

The On-Site Lead (On-Site Supervisor) will serve as the primary on-site representative for the Contractor supporting the U.S. Citizenship & Immigration Services (USCIS), Office of Security & Integrity (OSI), Personnel Security Division (PSD). The On-Site Lead will act as the primary point of contact for face-to-face communication between the Government Contracting Officer's Representative (COR) and the Contractor regarding contract performance, operational matters, and day-to-day personnel issues at the assigned location.

The On-Site Lead will serve as the central point of contact for all contract locations while being physically located at USCIS Headquarters in Camp Springs, Maryland. This position provides day-to-day leadership, operational coordination, and supervisory oversight to ensure personnel perform in accordance with the Performance Work Statement (PWS), established quality standards, and Government expectations.

The responsibilities of the On-Site Lead are considered collateral duties to the individual's primary position and are not intended to replace or diminish the performance of the employee's assigned labor category responsibilities.

Key Responsibilities

The On-Site Lead shall:

• Serve as the primary on-site liaison between the COR and Contractor personnel regarding contract performance, operational concerns, and personnel-related matters.
• Provide day-to-day leadership and operational oversight for Contractor personnel assigned to all supported locations.
• Communicate work assignments, priorities, policy updates, and project requirements to Contractor staff.
• Coordinate with the Contract Program Manager (CPM) to ensure efficient staffing, workload distribution, and operational continuity.
• Provide recommendations to the CPM regarding workforce planning, workload balancing, scheduling, workflow improvements, and staffing requirements.
• Ensure Contractor personnel receive required onboarding, task-specific training, refresher training, and operational guidance necessary to successfully perform assigned duties.
• Monitor employee performance and ensure compliance with contract requirements, USCIS policies, standard operating procedures, and quality standards.
• Prepare and submit weekly reports detailing:
  • Team accomplishments
  • Individual employee performance and work progress
  • Operational issues and challenges
  • Training completed and developmental needs
  • Workload status and recommendations for improvement
• Serve as the first level of resolution for employee concerns involving professionalism, conduct, attendance, leave requests, scheduling conflicts, performance issues, and workplace concerns before elevating matters to the CPM.
• Coordinate with Government personnel and Contractor leadership to resolve operational issues quickly and effectively while minimizing disruptions to mission performance.
• Monitor staffing coverage to ensure all contract requirements are fulfilled across multiple shifts and geographically dispersed locations.
• Assist the CPM with implementing corrective actions, process improvements, quality initiatives, and performance management activities.
• Promote effective communication, teamwork, accountability, and customer service among Contractor personnel.
• Ensure continuity of operations by maintaining awareness of staffing levels, operational priorities, and mission-critical activities.
• Maintain accurate records of employee assignments, training, attendance, and operational activities in accordance with contract requirements.
• Support quality assurance initiatives by identifying performance trends, recommending improvements, and assisting with implementation of corrective actions.
• Ensure all Contractor personnel maintain professional conduct and represent the Contractor in a manner consistent with USCIS expectations.

Minimum Experience

• Minimum of four (4) years of overall experience obtained within the last ten (10) years.
• Demonstrated experience supervising 25 or more employees supporting a Government project and/or contract.
• Experience managing personnel working multiple shifts across more than one (1) geographically separate location.
• Experience coordinating daily operations, workload distribution, personnel performance, and customer service in a fast-paced operational environment.
• Demonstrated ability to communicate effectively with Government officials, Contractor management, and contract personnel while resolving operational and personnel issues.
• Proven leadership experience directing teams, monitoring performance, and ensuring compliance with contractual requirements and organizational policies.

Minimum Education / Credentials

• Bachelor's Degree in Program Management, Business Administration, Public Administration, Information Systems, Engineering, Finance/Accounting, or a closely related discipline.

OR

• A current Project Management Professional (PMP) certification issued by the Project Management Institute (PMI) may be substituted for the educational requirement in accordance with USCIS requirements.

Desired Knowledge, Skills, and Abilities

• Strong leadership, supervisory, and organizational skills.
• Excellent verbal and written communication skills.
• Ability to prioritize multiple assignments and manage competing operational requirements.
• Experience preparing reports, tracking performance metrics, and providing management recommendations.
• Strong problem-solving, conflict resolution, and decision-making abilities.
• Ability to establish effective working relationships with Government personnel, Contractor management, and contract staff.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, and Teams).
• Ability to work independently while supporting a geographically dispersed workforce.
• Demonstrated commitment to customer service, quality assurance, and continuous process improvement.