Systems Integration, Inc. (SII)
Account Service Desk Team Lead
Systems Integration, Inc. (SII), Springfield, Virginia, us, 22161
Join to apply for the
Account Service Desk Team Lead
role at
Systems Integration, Inc. (SII)
3 days ago Be among the first 25 applicants
Join to apply for the
Account Service Desk Team Lead
role at
Systems Integration, Inc. (SII)
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
Account Service Desk Team Lead
in support of a program for a government agency 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 the Enterprise IT Service Desk. Support services are required 24/7/365. The position requires working on-site with potential remote work options, pending approval from 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 scope alignment.
Qualifications
Associate's degree in Computer Science, Information Systems, or a related discipline.
Experience with cargo processing systems, preferably ACE.
In-depth knowledge of Customs and Border Patrol (CBP) and international trade.
2-3 years of supervisory experience.
Strong communication and problem-solving skills.
Bilingual (English/Spanish) preferred.
ITIL v4 certification or commitment to obtain within 6 months.
US Citizen and able to pass DHS Public Trust Security clearance.
Job posted by ApplicantPro
Seniority level Mid-Senior level
Employment type Full-time
Job function Information Technology
Industries IT Services and IT Consulting
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Account Service Desk Team Lead
role at
Systems Integration, Inc. (SII)
3 days ago Be among the first 25 applicants
Join to apply for the
Account Service Desk Team Lead
role at
Systems Integration, Inc. (SII)
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
Account Service Desk Team Lead
in support of a program for a government agency 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 the Enterprise IT Service Desk. Support services are required 24/7/365. The position requires working on-site with potential remote work options, pending approval from 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 scope alignment.
Qualifications
Associate's degree in Computer Science, Information Systems, or a related discipline.
Experience with cargo processing systems, preferably ACE.
In-depth knowledge of Customs and Border Patrol (CBP) and international trade.
2-3 years of supervisory experience.
Strong communication and problem-solving skills.
Bilingual (English/Spanish) preferred.
ITIL v4 certification or commitment to obtain within 6 months.
US Citizen and able to pass DHS Public Trust Security clearance.
Job posted by ApplicantPro
Seniority level Mid-Senior level
Employment type Full-time
Job function Information Technology
Industries IT Services and IT Consulting
#J-18808-Ljbffr