Work You Will Do

Deloitte’s Government & Public Services (GPS) Security team seeks a team member to lead our Customer Support Team.

Your primary responsibilities will be to lead day to day operations of a team who tasks range between technical personnel security operations, customer service, communications, training, and reporting. Specifically, you will:

• Interact with customers of all levels
• Develop and maintain standard operating procedures (SOPs) for business processes
• Provide daily oversight of team members to ensure work is distributed appropriately, is completed on time and meets quality standards
• Support development of team by delivering appropriate onboarding/ongoing training, providing regular, constructive feedback to support development of the team and ensuring personal development goals are being set and met for all team members
• Foster collaborative, supportive team environment
• Manage communications and training for GPS Security to Deloitte
• Oversight of staff work which includes periodic quality checks of information entered into the government system and the Deloitte tracking systems
• Answer general questions or direct customers to appropriate GPS Security staff
• Lead a team who is the central point of contact for GPS Security customers via phone and email

• Support to the personnel security mission of the GPS Security organization to include daily database interactions, data entry, status checks in government database, monitoring and ensuring our databases are in sync
• Identify and resolve issues and risks that arise
• Escalate issues and concerns as appropriate to managers and senior leadership
• Collaborate across all GPS Security teams to ensure best practices are being consistently employed, and information is adequately shared as appropriate

You will also:

• Learn about the National Industrial Security Program, how it helps protect classified information, and how Deloitte GPS Security implements the program at Deloitte
• Develop a strong knowledge of base of Deloitte GPS Security services
• Develop a working knowledge of security processes
• Manage and maintain confidentiality of sensitive and/or personally identifiable information (PII)
• Manage special projects as needed

Required:

• Experience should include 2-4 years of:
  • Experience managing a team
  • Communications related work
  • High touch interactions with customers from entry level to executive level
• Attention to detail, ability to follow-through, and capacity to prioritization
• Professional, customer-centered attitude, with ability to handle customer’s issues
• Good verbal and written communication skills

• Strong computer skills - MS Word, Outlook and Internet.

• Able to work both independently and in close collaboration with other team members
• Ability to lead a team, mentoring and encouraging along with advising and training
• Periodic office coverage on as needed basis
• Must be able to maintain a Secret security clearance
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

Preferred:

• Associate/bachelor’s degree
• Secret or Top Secret level clearance
• Ability to manage work and meet specific deadlines, highly organized and self-sufficient
• Ability to manage multiple projects with attention to detail while meeting deadlines
• Familiarity with personnel security or the National Industrial Security Program Operating Manual (NISPOM)
• 2-4 years of personnel security adjudication experience or 2 -4 years of assistant security program manager experience
• 2-4 years of customer service-related experience
• Technical/ program security management experience in industrial/personnel security
• Working knowledge of National Industrial Security Program Operating Manual (NISPOM), DOD personnel and information security regulations, information systems security program requirements, controlled unclassified security program requirements and operations, and other related Federal security laws, directives, and regulations