West Coast Site Supervisor

AVER•San Diego, CA

7d•Onsite

About The Position

AVER is a fast-growing SDVOSB that has achieved significant revenue growth over the past 5 plus years with much of our work focused on Data Analytics, Mission Support, IT Modernization and Biometrics. AVER is hiring a West Coast Site Supervisor to support 24/7 biometrics fingerprint operations. Ensure seamless daily operations, maintaining strict compliance with protocols and contractual SLAs, supervising team members, and serving as the primary escalation point for high-priority cases, particularly during Wednesday–Saturday shifts and on-call periods. The ideal candidate will possess a longstanding proven professional track record in Tenprint identification and database/system support, hands-on leadership, quality assurance, training, reporting, and customer-facing responsibilities with knowledge and professional experience to adapt with evolving requirements. Join a collaborative team who values AVER’s mission, focus, and culture of delivering exceptional client service with great people and transformative technology solutions that ensure Government mission success.

Requirements

Bachelor’s Degree required
Demonstrated experience having sustained identification accuracy at or above the contractual SLA of 99.95% over the past two years (combined performance period)
History of maintaining billing accuracy of 90% or higher consistently over the past two years
Experience collaborating directly with the customer on database-related projects, system testing, user acceptance testing (UAT), or enhancement initiatives
Experience reviewing, revising, and recommending improvements to Standard Operating Procedures (SOPs) for management approval
Experience training staff on processes and/or tasks, including onboarding, skill development, and procedural adherence
Ability to successfully contributing to or leading special projects within a forensic or identification environment
Current International Association for Identification (IAI) or equivalent relevant credential, required
Ability to obtain and maintain a government clearance (Public Trust)
This role supports a government agency which requires U.S. citizenship

Responsibilities

Enforce and maintain daily office protocols to uphold consistent operational standards and compliance.
Prepare and submit required weekly reports, including a Biometric Weekly Report, Biometric Deceased Report, and Biometric Lead Track Report (due each Wednesday).
Compile and deliver accurate monthly Biometric Data Reports (due no later than the 6th of each month).
Review prime contractor employee time-off requests, approve or adjust schedules, and proactively coordinate shift coverage to prevent gaps (primarily Wednesday–Saturday and during on-call periods).
Address and resolve prime contractor staff performance and attendance issues, including tardiness, scheduling conflicts, and unscheduled absences (primarily Wednesday–Saturday).
Supervise daily Tenprint floor operations, oversee prime contractor team members, assign tasks, and ensure efficient workflow execution (primarily Wednesday–Saturday).
Serve as the primary point of contact for customer email correspondence, internal staff inquiries, general questions, and case-related support (primarily Wednesday–Saturday).
Create, review, revise, and maintain Standard Operating Procedures (SOPs), reference guides, report templates, and instructional materials to support team performance.
Function as the 24/7 escalation point for high-priority Tenprint cases requiring immediate assistance or decision-making (primarily Wednesday–Saturday and during on-call hours).
Participate actively in scheduled management and leadership meetings as required.
Assume full operational oversight and serve as acting on-site supervisor during periods when senior leadership (West Coast PM/Alternate Lead) is unavailable.
Perform periodic quality assurance audits and reviews of work products completed under the CLIN contract to ensure accuracy and contractual compliance.
Deliver effective onboarding and ongoing training to new and existing prime contractor employees on office policies, procedures, workflows, and best practices.
Prepare and deliver summaries of identifications completed on high-profile cases to customers as required
Create, update, and maintain all necessary office forms, staffing schedules, and related spreadsheets
Troubleshoot computer hardware, software, and system errors for prime contractor staff; escalate issues when appropriate
Research and test new database features, functions, and workflows; provide guidance and support to prime contractor staff
Participate in user acceptance testing (UAT) of new applications, system updates, or enhancements at the customer’s direction
Lead or participate in shift briefings (morning, swing, and night shifts) during quarterly meetings and as otherwise scheduled
Maintain and update the daily task list, telephone directory, and other operational reference materials as needed