DirectViz Solutions
Team Lead - ASD / Project Manager II (English/Spanish)
DirectViz Solutions, Ashburn, Virginia, United States, 22011
DirectViz Solutions (DVS) is a dynamic and rapidly growing government contractor committed to delivering innovative IT solutions that address the mission-critical needs of our government clients. Through the expertise and dedication of our talented team, we provide cutting-edge technology services designed to achieve success and exceed expectations.
At DVS, we prioritize our employees as our greatest asset. We offer competitive compensation, comprehensive medical benefits, a 401(k) match, generous PTO accrual, professional development reimbursement, corporate-funded technology certifications, and robust employee recognition and appreciation programs.
Location:
Onsite in Ashburn, VA Must be a U.S. Citizen or Lawful Permanent Resident (LPR). Ability to pass a Background Investigation (BI). Overview We are seeking a highly motivated
Team Lead - ASD / Project Manager II
to join our team providing 24x7x365 Technology Service Desk operations in support of a large, mission-critical enterprise environment. This position oversees the Tier II Automated Commercial Environment (ACE) Account Services Desk (ASD), ensuring seamless support for a diverse and global user community. The Technology Service Desk (TSD) is the primary point of contact for IT support services, handling incoming calls, chats, emails, self-service requests, and incident reports. Our team supports over 65,000+ employees, contractors, and external partners across more than 1,800 locations worldwide, resolving technology issues for nearly 300 custom and COTS applications while escalating complex problems to higher-level teams as needed. Key Responsibilities Oversee TSD Tier II ACE ASD Operations (24x7x365), supporting 100,000+ active users across Trade, Participating Government Agencies (PGA), and client communities. Manage customer support operations related to trade facilitation, compliance, and enforcement. Lead a team of Tier II analysts in providing high-quality customer service and timely issue resolution. Supervise 20+ FTEs in a high-volume service desk environment handling 1,000+ contacts per week (across phone, chat, email, self-service, and in-person support). Ensure staff adherence to approved service desk procedures, standards, and performance metrics. Provide leadership in incident escalation, problem resolution, and knowledge management. Deliver performance reporting and continuous service improvements. Foster a customer-focused, reliable, and responsive service culture.
Required Qualifications Education: Bachelor's degree in Information Technology, Computer Science, Business, or related field.
Experience: Minimum of 3 years of supervisory experience managing IT service desk operations, including: 24x7x365 Tier II operations. Direct oversight of at least 20+ service desk staff. Support environments with 1,000+ contacts per week across multiple support channels.
In-depth knowledge of international trade operations, cargo processing systems, and ACE. Bilingual (English/Spanish) - required. Strong leadership, communication, and problem-solving skills.
Certification: PMP certification (Project Management Institute - PMI). ITIL v4 certification (required). HDI Desktop Support Manager or HDI Support Center Director certification (preferred).
If you thrive on solving complex problems and building meaningful connections, we'd love to hear from you. Join our team and make an impact today! Physical and Mental Qualifications: Maintain focus and awareness throughout scheduled working hours. Perform tasks requiring prolonged periods of sitting or standing at a desk, utilizing a computer, mouse, and keyboard. Lift and move objects weighing up to 15 pounds as needed. Exhibit excellent verbal and written communication skills, with a strong command of the English language. Demonstrate the ability to work independently while also collaborating effectively as part of a team. Quickly learn and retain routine tasks and processes. Possess strong organizational skills, attention to detail, business correspondence proficiency, and self-management capabilities. Perform the essential functions of the role satisfactorily; reasonable accommodation will be provided for employees with disabilities upon request. Accept and adapt to additional responsibilities or changes to assigned duties as determined by DirectViz Solutions (DVS).
DirectViz Solutions, LLC (DVS) is an equal opportunity employer who prohibits discrimination and harassment against any employee or applicant for employment based on race, , sex (including pregnancy), age, gender identity, creed, religion, national origin, sexual orientation, marital status, genetic information, disability, political affiliation, protected veteran status, or any other status protected by federal, state or local law. DVS has a zero-tolerance policy for harassment, threats, coercion, discrimination, and intimidation. Employees may file a complaint or exercise any right protected by Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974, or the Veterans Employment Opportunities Act of 1998.
Onsite in Ashburn, VA Must be a U.S. Citizen or Lawful Permanent Resident (LPR). Ability to pass a Background Investigation (BI). Overview We are seeking a highly motivated
Team Lead - ASD / Project Manager II
to join our team providing 24x7x365 Technology Service Desk operations in support of a large, mission-critical enterprise environment. This position oversees the Tier II Automated Commercial Environment (ACE) Account Services Desk (ASD), ensuring seamless support for a diverse and global user community. The Technology Service Desk (TSD) is the primary point of contact for IT support services, handling incoming calls, chats, emails, self-service requests, and incident reports. Our team supports over 65,000+ employees, contractors, and external partners across more than 1,800 locations worldwide, resolving technology issues for nearly 300 custom and COTS applications while escalating complex problems to higher-level teams as needed. Key Responsibilities Oversee TSD Tier II ACE ASD Operations (24x7x365), supporting 100,000+ active users across Trade, Participating Government Agencies (PGA), and client communities. Manage customer support operations related to trade facilitation, compliance, and enforcement. Lead a team of Tier II analysts in providing high-quality customer service and timely issue resolution. Supervise 20+ FTEs in a high-volume service desk environment handling 1,000+ contacts per week (across phone, chat, email, self-service, and in-person support). Ensure staff adherence to approved service desk procedures, standards, and performance metrics. Provide leadership in incident escalation, problem resolution, and knowledge management. Deliver performance reporting and continuous service improvements. Foster a customer-focused, reliable, and responsive service culture.
Required Qualifications Education: Bachelor's degree in Information Technology, Computer Science, Business, or related field.
Experience: Minimum of 3 years of supervisory experience managing IT service desk operations, including: 24x7x365 Tier II operations. Direct oversight of at least 20+ service desk staff. Support environments with 1,000+ contacts per week across multiple support channels.
In-depth knowledge of international trade operations, cargo processing systems, and ACE. Bilingual (English/Spanish) - required. Strong leadership, communication, and problem-solving skills.
Certification: PMP certification (Project Management Institute - PMI). ITIL v4 certification (required). HDI Desktop Support Manager or HDI Support Center Director certification (preferred).
If you thrive on solving complex problems and building meaningful connections, we'd love to hear from you. Join our team and make an impact today! Physical and Mental Qualifications: Maintain focus and awareness throughout scheduled working hours. Perform tasks requiring prolonged periods of sitting or standing at a desk, utilizing a computer, mouse, and keyboard. Lift and move objects weighing up to 15 pounds as needed. Exhibit excellent verbal and written communication skills, with a strong command of the English language. Demonstrate the ability to work independently while also collaborating effectively as part of a team. Quickly learn and retain routine tasks and processes. Possess strong organizational skills, attention to detail, business correspondence proficiency, and self-management capabilities. Perform the essential functions of the role satisfactorily; reasonable accommodation will be provided for employees with disabilities upon request. Accept and adapt to additional responsibilities or changes to assigned duties as determined by DirectViz Solutions (DVS).
DirectViz Solutions, LLC (DVS) is an equal opportunity employer who prohibits discrimination and harassment against any employee or applicant for employment based on race, , sex (including pregnancy), age, gender identity, creed, religion, national origin, sexual orientation, marital status, genetic information, disability, political affiliation, protected veteran status, or any other status protected by federal, state or local law. DVS has a zero-tolerance policy for harassment, threats, coercion, discrimination, and intimidation. Employees may file a complaint or exercise any right protected by Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974, or the Veterans Employment Opportunities Act of 1998.