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City and County of Denver · 3 days ago

Aviation Security Badging Supervisor - Denver International Airport

Denver, CO

Full-time

Onsite

Mid Level

$59K/yr - $80K/yr

4+ years exp

The City and County of Denver is seeking an Aviation Security Badging Supervisor to lead and supervise Badging Services staff at Denver International Airport. This role involves managing the processing of employee fingerprinting, Airport ID badges, and conducting airport security training for over 40,000 employees annually, while ensuring compliance with TSA regulations and enhancing customer service.

GovernmentHealth CareNon ProfitPublic SafetySecurity

No H1B

Responsibilities

Works closely with the other Badging Services Supervisors to perform supervisory functions over Badging Services Agents and Leads to include scheduling and efficient utilization between both offices in order to achieve the department’s goals and objectives

Develops performance goals for the Badging Services Agents; plans, assigns, evaluates, and distributes work to staff; reviews employee work for accuracy and completeness, and returns assignments with recommendations and follows up to ensure proper completion

Reviews work to ensure staff accurately verifies and records information into the Identity Management Software and works with the staff to take action to correct and prevent errors

Actively manages the digital queue management system for the Badging Office, driving team performance through appropriate staff queue assignments, achieving performance efficiency by adequately reducing customer wait times using key performance metrics and maximizing Badging Office throughput based on customer transaction type

Delivers, and ensures that the staff is delivering, the highest level of service to badging customers while exceeding customer expectations, including delivering the highest level of service to VIPs in the badging office

Seeks out new and innovative ways to improve the customer experience in the Badging Office, and works with management to enhance existing processes and procedures and implement new ones

Support enhancements to the Identity Management System (IDMS), technology upgrades, and workflow changes

Prepare and review reports on badge issuance, compliance metrics, productivity, and service performance

Works with the DEN Background Services team to ensure proper data entry for regulatory background checks, Security Threat Assessment processing, and ID document reviews; identifies and takes action to correct errors and prevent them whenever possible

Conducts and leads daily briefings and regular meetings with staff, provides open lines of communication for input and feedback

Develops and reviews training programs and materials for staff; collaboratively conducts employee training, evaluates trainee progress, and develops and implements plans for trainee success

Provide policy guidance, clarify badge requirements, and support stakeholders through complex or unique badging situations

Maintains and applies accurate and current knowledge of relevant Transportation Security Administration (TSA) and Airport Security Program (ASP) rules, regulations, Airport Security Badging Office testing procedures, and expectations placed on airport, air carrier, concessionaire, contractor, ground transportation, and other customers as Airport Employees at DEN

Supervises and processes transactions as needed, and verifies transactions are accurate and in compliance with all operating instructions and procedures

Assists the Badging and Permitting Team with company Authorized Signatory inquiries, curating training materials, and office communications

Conduct training or informational sessions stakeholders as needed

Performs other duties as assigned or requested

Qualification

Supervisory experienceIdentity Management SoftwareCustomer service skillsChange managementTechnical systems proficiencyRegulatory complianceTraining developmentOral communicationWritten communicationProblem-solving

Required

Education Requirement: Bachelor's degree in public administration, Management, Sociology, Psychology, Political Science, or a related field

Experience Requirement: Three (3) years of experience performing administrative work in a security, compliance, or regulatory organization and one (1) year of experience as an Aviation Security Badging Agent

Education/Experience Equivalency: One (1) year of the appropriate type and level of experience may be substituted for each required year of post-high school education for all classifications. Additional appropriate education may be substituted for the minimum experience requirements

License/Certifications: By position, requires a valid Driver's License at the time of application. Licenses and certifications must be kept current as a condition of employment

FBI criminal background check is required for all positions at Denver International Airport (DEN). Employees are also required to report any felony convictions and/or moving violations to maintain this clearance and be eligible for continued employment

Preferred

Experience as a supervisor or lead working in an airline, airport, service, hospitality industry or related regulatory industry

Excellent oral and written communication skills, with the ability to explain complicated online processes, procedures, and information to staff and customers

Ability to work under pressure, with a high workload, and meet deadlines

Experience with acting as a change agent by utilizing Peak Performance and LEAN methodologies to implement process improvements to enhance operational efficiencies and improve customer service

Strong customer service skills and a passion for delivering excellent customer service

Proficiency with technical systems and standard office software

Ability to work in a highly regulated environment and manage confidential and sensitive information