- Office in Richland
Description
The Authenticator Team Lead serves as the primary point of contact for day-to-day operations in the HGET classroom, providing guidance and oversight to a team of Authenticators and ensuring consistent, high-quality support for Hanford employees and contractors. This role is responsible for coordinating classroom activities, ensuring training compliance, and maintaining operational standards across training sessions. The Team Lead ensures consistent quality standards by coordinating team workflows, monitoring job performance, and ensuring all team members are adhering to established procedures and best practices. The Team Lead engages with a wide range of Hanford leaders, contractors, and employees, while also supporting the technical and administrative needs of computer-based training in a proctored environment. This position requires excellent communication, attention to detail, leadership skills, and the ability to maintain compliance with Hanford site policies.
- Lead and coordinate daily operations within a 30-computer HGET classroom, including scheduling, resource management, and student flow.
- Provide day-to-day support and guidance to classroom Authenticators; act as the first point of escalation for operational issues.
- Ensure consistent application of classroom procedures, including proctoring standards, technical troubleshooting, and training verification.
- Oversee the documentation, filing, and secure storage of confidential and sensitive government training records.
- Communicate with subcontractor training coordinators, HR specialists, safety officers, and course managers to verify employee training status and ensure compliance.
- Assist in resolving technical issues with training platforms, equipment, and workstations; coordinate with IT or platform administrators when needed.
- Maintain a clean, organized, and professional classroom environment, including equipment upkeep and workstation sanitization.
- Serve as a customer service representative for training-related questions, appointments, and general support.
- Monitor and respond to classroom scheduling needs, phones, emails, calendar management, and report creation.
- Foster a positive and productive learning environment for classroom participants.
- Participate in team meetings, contribute to process improvements, and support department-wide goals.
- Provide coverage for Authenticator duties as needed to ensure seamless classroom operations.
- Ensure all activities adhere to Hanford site policies, procedures, and security protocols.
Competencies
- Leadership – Provides guidance, mentorship, and coordination for a team; takes initiative to address operational needs.
- Adaptability – Responds effectively to change, shifting priorities, and evolving site requirements.
- Communication – Communicates clearly and professionally with internal team members, site staff, and contractors.
- Planning & Organization – Effectively manages schedules, resources, and task prioritization in a dynamic environment.
- Customer Focus – Demonstrates a strong service orientation and responsiveness to the needs of classroom participants.
- Problem Solving – Anticipates and resolves technical, logistical, or procedural issues with minimal disruption.
- Attention to Detail – Maintains accuracy in documentation, compliance tracking, and system updates.
Requirements
- Bachelor’s degree OR High School diploma with equivalent experience in a related work field.
- Minimum of 4 years of experience in a customer service, training, or administrative support role.
- Prior leadership experience or experience in a lead/coordinator capacity is preferred.
- Personnel management experience, including supervising, training, or coordinating staff, is preferred.
- Proficiency in Microsoft Office and general computer/internet usage.
- Experience working with learning management systems or computer-based training platforms is preferred.
- Must be able and eligible to obtain a Hanford security badge.
