What are the responsibilities and job description for the Account Service Desk Team Lead position at Systems Integration, Inc.?
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 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.