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Teammate Support Lead
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Position Summary
The Teammate Support Lead is responsible for leading the enterprise-wide employee support function, ensuring consistent, compliant, and high-quality HR service delivery. This role will drive comprehensive People/HR solutions while fostering a proactive, collaborative culture. This position leads the team of People Generalists, overseeing the centralized HR ticketing system, managing employee inquiries, and driving operational excellence in HR policy execution, teammate experience, and regulatory responsiveness. Operating at the intersection of compliance, systems, and service, the position supports a scalable, data-driven model aligned with federal contractor requirements and AS9100/ISO quality frameworks. This role is ideal for someone with leadership experience, as well as expert knowledge in HR practices including payroll, benefits administration, employee relations, training, performance management, onboarding/off boarding, policy implementation and compliance.
Role and Responsibilities
- Lead and evolve the HR Support function, including oversight of the People ticketing system, HR knowledge base, and service performance metrics.
- Design and enforce SLAs, escalation workflows, and response standards for all teammate HR inquiries (e.g., benefits, policy, onboarding, leave, compliance).
- Ensure adherence to federal and state labor regulations (e.g., FMLA, ADA, EEOC, OFCCP), including documentation, response timeframes, and audit readiness.
- Oversee the HR shared services team, including onboarding support, generalist-level inquiries, HRIS updates, and compliance-related case handling.
- Partner with HRIS, Compliance, and Quality to align support processes with QMS standards (AS9100), internal audit requirements, and data privacy obligations (e.g., PII/GDPR).
- Drive continuous improvement in HR support delivery through data analysis, teammate feedback, and technology enhancements.
- Monitor and report on service trends, ticket volumes, satisfaction scores, and workforce risks to HR and business leadership.
- Support change management efforts, policy deployment, and internal HR communications related to enterprise-wide initiatives.
Skills and Experience
- 7–10+ years of progressive HR experience, with at least 3 years in a people leadership or shared services role
- Bachelor’s degree in human resources management or related field
- PHR or SHRM-CP (preferred)
- Demonstrated expertise in HR operations, employee services, or HR compliance in a high-regulation industry (e.g., aerospace, defense, federal contracting)
- Experience managing HR ticketing systems (e.g., ServiceNow, Zendesk, UKG) and HR knowledge bases
- Familiarity with federal contractor compliance obligations (e.g., OFCCP, ITAR, DFARS, EEO-1)
- High attention to detail and operational accuracy; ability to manage confidential and sensitive information with discretion.
- Knowledge of ERISA, ACA, COBRA, HIPAA
- HRIS experience (ADP Workforce Now) and Microsoft Office proficiency
- Excellent interpersonal and problem-solving skills
- Multi-location experience is a plus
- Excellent communication skills with the ability to manage conflicts effectively
- Strong analytical, project management, and cross-functional collaboration skills.
Our Firmware
Metrea’s single core value, “rooted in humility,” is supported by four key attributes: entrepreneurial, systematic, discerning, and over-deliver. These attributes, combined, form our Teammate Firmware, our culture. We explore these attributes during the hiring process when we grow our teams and continually support the growth of our culture. We are a hyper-collaborative, dynamically hierarchical organization united by a passion for what we do, how we do it, who we do it with, and who we do it for.
Benefits
Work Authorization / Security Clearance
AAP/EEO Statement
Position Type and Expected Hours of Work
This is a full-time non-exempt position with typical working hours Monday through Friday, 8:00 a.m. to 5:00 p.m. Hours and work shifts may change in accordance with department and business needs. Exempt Employees must have the ability to be on-call and available, as business needs require.
Work Location
Washington D.C. or Tampa, FL
Work Environment
This job operates in an office setting.
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