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Enterprise Solutions and Management · 4 months ago

Team Lead – Account Services Desk/Project Manager II (1583063)

Ashburn, VA, USA

Full-time

Onsite

Mid, Senior Level

3+ years exp

Enterprise Solutions and Management (ESM) is a rapidly growing government contractor that provides strategic IT services for Defense and Federal customers. They are hiring a Team Lead - Account Services Desk/Project Manager II to oversee operations and ensure efficient service delivery to a large user base.

Cyber SecurityInformation TechnologySoftware

No H1B

U.S. Citizen Only

Responsibilities

Oversee TSD Tier II ACE ASD Operations, 24x7x365, supporting over 100K active users comprised of Trade, Participating Government Agencies (PGA), and CBP clients related to task areas such as trade facilitation, trade compliance and trade enforcement

Qualification

CBP knowledgeInternational Trade operationsIT service desk managementPMI PMP certificationITIL v4 certificationHDI Desktop Support ManagerManagerial skillsBilingual (English/Spanish)Communication skillsProblem-solving skills

Required

Customer-focused, responsive, reliable, and detail-oriented with solid managerial, communication, and problem-solving skills

In depth knowledge of CBP and International Trade business operations and procedures and minimum of three (3) years' experience working with cargo processing systems; preferably the Automated Commercial Environment (ACE)

A minimum of three (3) years of IT service desk supervisory experience with specific experience managing 24x7x365 Tier II customer service operations and at least 20 FTE

Volume of at least 1K calls/contacts per week across channels (email, self-service, chat, phone, in-person/walkup)

Bachelor's degree in related field

CBP Background Investigation (BI)

Ability to sit, stand, walk for extended periods of time

Ability to use a computer

Must be bilingual (English/Spanish)

S. citizens or have Lawful Permanent Resident (LPR) status