IT Call Center ASD Team Lead

3 days ago

Springfield, Virginia, United States Systems Integration Full time

Location: Northern Virginia, Orlando, FL, or TX

Account Service Desk Team Lead

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services, and managed IT solutions. We are seeking a motivated and customer-focused ASDTeam Lead in support of a program for CBP TSD (technology Service Desk) at the Department of Homeland Security (DHS). The Program provides IT support for over 65,000 users worldwide. As the Account Service Desk Team Lead, you will oversee a team to ensure efficient and effective technical support services for Enterprise IT Service Desk. Service Desk Support services are required 24 hours a day, seven days a week, 365 days a year. The position requires working on site and may be eligible for some remote work if approved by the Program Manager.

Responsibilities:

  • Oversee 24x7x365 Tier II ACE ASD operations for CBP, Trade, and PGA users.
  • Manage team performance and assist users with ACE Secure Data Portal and account functionalities.
  • Respond to technical inquiries and urgent ACE system requests.
  • Maintain documentation and update ASD SOPs as needed.
  • Lead Knowledge Management efforts and ensure team readiness through ACE training sessions.
  • Coordinate ACE Command Center/War Room tasks during deployments.
  • Participate in or lead internal/external meetings and conference calls to stay informed on ACE-related developments and ensure alignment with ASD scope of work.

Qualifications:

  • Minimum Associate's technical degree in Computer Science, Information Systems or related discipline.
  • Experience working with cargo processing systems, preferably the Automated Commercial Environment (ACE).
  • Have in depth knowledge of Customs and Border Patrol (CBP) and international trade business.
  • 2-3 years of supervisory experience.
  • Strong communication skills and problem-solving skills.
  • Bilingual (English/Spanish) skills preferred.
  • Possesses ITIL v4 certification or commit to obtaining it within 6 months.
  • Must be a US Citizen and pass a government Public Trust Security clearance with the DHS.
  • Experience with one of the following agencies is preferred; USCIS, CISA, CBP, FEMA, ICE

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