Project Manager Account Service Desk Team Lead with Security Clearance

Position Description: Inserso is seeking a Project Manager I level Account Service Desk (ASD) Team Lead to join the team for a rewarding and challenging opportunity at a government customer site in the Washington, DC metro area. The ASD Team Lead provides dedicated support to the Customs and Border Protection (CBP) Technology Service Desk (TSD), Account Service Desk (ASD) for the Automated Commercial Environment (ACE). The ASD Team Lead oversees the 24x7x365 ASD for ACE for over one-hundred thousand active users, including Trade, Participating Government Agency (PGA), and CBP clients, and ensures that support is available for ACE-related trade facilitation, trade compliance, and trade enforcement. Responsibilities: This role will include, but will not be limited to the following responsibilities
• Oversee operation of the ACE Secure Data Portal for centralized on-line access to the ACE system and ensure delivery of PSW-specified service levels for ASD Ticket Processing and Resolution (ASD provides Tier II support for ACE, dealing with trade facilitation, trade compliance and trade enforcement. ACE is the commercial trade processing system developed by the CBP to become the "Single Window" through which international traders will electronically provide all information needed by federal agencies for the import of cargo.
• Track and report on all activities and tasks performed, to include but not limited to the following: ACE account management data, service management tool (e.g., ServiceNow or other required tool) statistics to include volume, metrics, and trends, and activities attended such as meetings and training.
• Oversee day to day responsibilities of the ASD team, which support the following types of issues and requirements: Technical questions and assist in formulating responses concerning the function and operation of the ACE cargo processing system. 24x7x365 bilingual (English/Spanish) support to the trade user community. ACE Portal Account business process instruction which include: Assisting in trade user enrollment and account activation Maintain documents (Welcome Letters and guidance documentation) supporting user enrollment and account activation. Account Management process for CBP and Trade user community. Support end users (trade, CBP and PGA's) in the use of ACE Portal functionality, including ACE Reports. Update ASD SOPs as requested. Contribute to TSD's Knowledge Management effort, including: Submitting formal requests for KMS documentation. Creating KMS documentation at the request of the Government. Updating KMS documentation at the request of the Government. Reviewing KMS documentation at the request of the Government. As requested, attend periodic ACE training sessions offered to CBP, PGA, and trade users to maintain proficiency. User documentation and instructional materials Respond to urgent priority requests as outlined in the SOP, such as ACE Command Center/ War Room problem resolution requests (during initial phases of ACE deployments) As requested, participate or attend internal or external meetings or conference calls necessary to remain versed in ACE, pertaining to the ASD scope of work. Assist OIT in assessing systems risks due to cybersecurity threats and incidents on the trade community. As directed, perform timely inactivation/restoration to ACE Portal accounts of impacted trade user(s). Required Skills/Experience:
• Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
• In depth knowledge of CBP and International Trade business operations and procedures
• A minimum of 3 years' experience working with cargo processing systems; preferably the Automated Commercial Environment (ACE) Preferred Skills/Experience:
• Bachelor's Degree or equivalent experience.
• Proficient with Microsoft Office /365 with advanced skills in MS Access and Excel.
• Exposure to IT Operational technologies and Service Desk IT environments
• Outstanding communication skills in both formal and informal formats with customers, stakeholders, and technical specialists