Team Lead - Account Services Desk/Project Manager II

Job DescriptionJob Description

Enterprise Solutions and Management (ESM) is a rapidly growing government contractor that provides strategic IT services that meet mission needs for Defense and Federal customers. We are hiring a Team Lead - Account Services Desk/Project Manager II for an exciting opportunity located in Ashburn, VA.

Job Description and Responsibilities

ESM is looking for a full-timeTeam Lead - Account Services Desk/Project Manager II who demonstrates the following capabilities and satisfies the Minimum Qualifications, Clearance, and Certification requirements. Employee responsibilities include:

• 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.

Required Knowledge, Skills and Abilities (KSA)

• 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)

Desired KSA

• Experience managing staff located in 2 or more geographically separated locations

Minimum Training, Education, and Certifications

• 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
• Required Certifications include PMI PMP, ITIL v4, HDI Desktop Support Manager or HDI Support Center Director ()

Minimum Clearance

• CBP Background Investigation (BI)

Physical Requirements

• Ability to sit, stand, walk for extended periods of time
• Ability to use a computer

Additional Requirements

• Must be bilingual (English/Spanish)
• Other duties as assigned
• U.S. or have Lawful Permanent status

ESM provides equal employment opportunity to all individuals regardless of race, , creed, , , , , or ancestry, , genetic information, veteran status, identification or any other characteristic protected by state, federal or local law.