Under the direction of the Human Resources Manager and working closely with organizational leadership and operations staff, the Administrative Manager is responsible for overseeing administrative operations, supervising front desk personnel, serving as the primary liaison between staff and the organization's third-party IT vendor, maintaining records management systems, supporting Human Resources administrative functions, and leading administrative projects.

The Administrative Manager serves as the primary supervisor for front desk operations and is responsible for ensuring consistent participant, customer, and visitor service. This position supports information technology coordination, personnel record management, organizational compliance activities, and special projects.

The Administrative Manager also serves as WRTP|BIG STEP's designated IDEMIA Point of Contact (POC) and performs Enrollment Agent responsibilities related to TSA PreCheck®, TWIC®, HAZMAT, and other commercial, state, and federal enrollment programs. The position exercises independent judgment regarding administrative operations, workflow improvements, records management practices, front desk supervision, information technology coordination, and enrollment operations.

The Administrative Manager has access to confidential personnel, organizational, and technology related. This position is classified as a non-represented management position and is expected to exercise independent judgment and discretion in carrying out assigned responsibilities.

Essential Duties and Responsibilities

Administrative Operations & Management

• Directly supervise Front Desk staff, including assigning work, monitoring performance, approving time off, and addressing attendance concerns.
• Ensure reception coverage and a positive participant, customer, and visitor experience.
• Oversee day-to-day administrative operations and front desk workflow.
• Exercise independent judgment regarding administrative operations and service delivery.
• Directly supervise Front Desk staff, including assigning work, monitoring performance, approving time off, and addressing attendance concerns.
• Recommend personnel actions including hiring, discipline, promotion, transfer, and corrective action.
• Ensure assigned staff comply with organizational policies, procedures, and performance expectations.
• Lead and manage long-term administrative projects.
• Support organizational operations and special initiatives as assigned.
• Provide front desk coverage as needed.
• Maintain confidentiality of all agency files, personnel records, technology-related data, business information, and contractual agreements.
• Represent WRTP|BIG STEP, members, participants, funders, and partners in a professional manner at all times.

Information Technology Coordination

• Serve as the primary liaison between WRTP|BIG STEP staff and the organization's third-party IT vendor.
• Coordinate staff technology support requests and facilitate resolution of hardware, software, network, and systems issues.
• Monitor and track IT service requests to ensure timely response and effective communication between staff and the IT vendor.
• Coordinate employee technology onboarding and offboarding, including equipment setup, user account access, and system permissions.
• Assist in managing organizational technology assets, including computers, mobile devices, peripherals, and related equipment.
• Coordinate equipment repairs, replacements, maintenance, and procurement with the third-party vendors.
• Maintain strict confidentiality of organizational systems, employee information, and technology-related data.

Human Resources Administrative Support

• Assist in maintaining employee personnel files and related documentation.
• Assist with record retention and personnel file compliance.
• Support recruitment administration and interview scheduling.
• Assist with HR reporting and administrative compliance requirements.
• Assist with special Human Resources projects and organizational initiatives.
• Administer employee benefit eligibility updates by processing employee additions, changes, and terminations in benefit carrier and benefits administration systems.
• Assist Human Resources with confidential employee relations, personnel administration, and record management activities.
• Assist in preparing performance review documentation, evaluation forms, and related materials for management review and completion.
• Coordinate performance review schedules and timelines to ensure timely completion of employee evaluations.
• Schedule two-week work plans based on management-provided outlines.
• Coordinate and distribute review-related communications, reminders, and supporting documentation to managers and employees.
• Track completion of performance reviews, development plans, and related personnel documentation.
• Maintain confidentiality of all employee and organizational records.

Records Management

• Oversee file room organization.
• Work collaboratively with staff to ensure participant, employee, and organizational documents are filed accurately and in a timely manner.
• Assist in creating, organizing, labeling, and maintaining participant files and related documentation.
• Develop and maintain file management systems and procedures.
• Coordinate document storage, retrieval, archival, and destruction activities.
• Ensure confidential records are properly secured and maintained.

IDEMIA Point of Contact (POC) & Enrollment Operations

• Serve as WRTP|BIG STEP's primary liaison and designated Point of Contact (POC) with IDEMIA.
• Coordinate all communications between WRTP|BIG STEP and IDEMIA regarding enrollment operations, equipment, audits, compliance requirements, certifications, and program updates.
• Ensure the organization remains compliant with all TSA, TWIC, HAZMAT, and IDEMIA program requirements.
• Coordinate equipment maintenance, troubleshooting, repairs, and inventory management.
• Ensure all Enrollment Agents maintain required certifications and training requirements.
• Assist with audits, quality assurance reviews, compliance inspections, and reporting requirements.
• Monitor enrollment performance metrics and recommend operational improvements.
• Prepare enrollment activity and compliance reports as requested by management.
• Successfully complete and maintain all certifications and credentials required to serve as an Enrollment Agent and IDEMIA Point of Contact.

Enrollment Agent Responsibilities

• Provide enrollment services to customers for TSA PreCheck®, TWIC®, HAZMAT, and other authorized programs.
• Greet and assist customers in a professional and consistent manner.
• Understand and communicate enrollment, eligibility, and program requirements.
• Obtain successful fingerprint images and biometric information.
• Verify customer identity and scan required enrollment documentation.
• Complete required enrollment transactions and supporting documentation accurately.
• Operate and perform basic troubleshooting of enrollment equipment and software systems.
• Adhere to all company, program, and departmental security and confidentiality requirements.
• Maintain data accuracy and customer confidentiality at all times.

Other Duties

• Participate in organizational meetings, trainings, and professional development opportunities.
• Assist with special projects as assigned.
• Perform additional duties as appropriate.

Requirements

• Strong supervisory, leadership, and team development skills.
• Knowledge of administrative office operations and procedures.
• Knowledge of information technology coordination, vendor management, and business technology systems.
• Knowledge of records management and document retention requirements.
• Ability to manage multiple responsibilities and priorities.
• Excellent customer service and interpersonal communication skills.
• Strong organizational, analytical, and problem-solving abilities.
• Proficiency in Microsoft Office Suite and business software applications.
• Ability to maintain confidential personnel, technology-related, and organizational information.
• Monitoring and assessment skills to evaluate performance and operational effectiveness.
• Ability to exercise independent judgment and decision-making authority.
• Integrity, professionalism, and sound judgment.

Minimum Qualifications

• Associate degree preferred; equivalent combination of education and experience may be considered.
• Minimum three (3) years of progressively responsible administrative, office management, information technology coordination, human resources, or supervisory experience.
• Prior supervisory or management experience preferred.
• Ability to successfully complete and maintain IDEMIA Enrollment Agent certification requirements.
• Ability to pass required background checks and meet program-specific eligibility requirements.
• Proficiency with Microsoft Office Suite and database systems.
• Strong written and verbal communication skills.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Ability to regularly sit, stand, walk, utilize office equipment, operate computers, and occasionally lift up to 25 pounds.

This job description provides a general but not comprehensive list of the essential responsibilities and qualifications required. It does not represent a contract of employment. WRTP|BIG STEP reserves the right to change the job description and/or posting.

WRTP|BIG STEP is an equal opportunity/ADA employer. All federal, state, and local fair employment standards including EEO and ADA requirements are incorporated herein by reference. Reasonable accommodations requested by qualified individuals with disabilities will be made in accordance with the Americans with Disabilities Act (ADA). WRTP|BIG STEP encourages applications from all qualified individuals and performs pre-employment background checks subject to job requirements. Notify Human Resources if special accommodations are needed.

Benefits

• Health Insurance - Employer pays 85% of health plan premium. 
• Dental Insurance (single or family) – 100% Employer paid. 
• Vision Insurance (single or family) – 100% Employer paid. 
• Life Insurance & Accidental Death & Dismemberment Insurance – 100% Employer paid. 
• Short Term & Long-Term Disability Insurance – 100% Employer paid.
• 10 vacation days after 90 days of employment. 
• Up to 9 personal days annually, pro-rated 1st year. 
• 14 Paid Holidays annually. 
• 10% of monthly salary contributed to retirement accounts.
• Salary range: $62,000 - $66,000