ACE Account Service Desk Team Lead/Project Manager I - Remote

Overview

The ACE Account Service Desk Team Lead/Project Manager I is responsible for leading a Tier II support team and managing the CBP ACE Account Service Desk, ensuring timely and accurate resolution of complex account and portal issues.

In Short

• Lead a team providing 24x7 bilingual Tier II support.
• Resolve technical issues related to the ACE Secure Data Portal.
• Participate in war room calls and system validations.
• Support documentation creation and updates.
• Collaborate with CBP stakeholders during training sessions.
• Troubleshoot complex technical issues.
• Create and maintain documentation for ongoing issues.
• Ensure compliance with SOPs and support system enhancements.

Requirements

• Minimum 3 years supporting cargo processing systems.
• Bachelor's degree preferred.
• In-depth knowledge of CBP and international trade operations.
• Strong written and verbal communication skills; bilingual in Spanish a plus.
• Proven experience managing remote teams.
• Strong conflict resolution skills.
• Experience in managing change within IT organizations.
• Strong analytical skills for data-driven decisions.

Benefits

• Paid Time Off (PTO).
• Group health plans.
• 401(k) plan with company matching.
• Health Savings Account (HSA).
• Flexible Spending Account (FSA).
• Pet insurance options.
• Employee Assistance Program (EAP).