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IT Support Systems Administrator Technical Support HelpDesk/Support

ASD Team Lead

Remote / Online - Candidates ideally in
Springfield, Fairfax County, Virginia, 22161, USA
Listing for: Systems Integration, Inc. (SII)
Full Time, Remote/Work from Home position
Listed on 2025-12-09
Job specializations:
  • IT/Tech
    IT Support, Systems Administrator, Technical Support, HelpDesk/Support
Job Description & How to Apply Below

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 Applicant Pro

    Seniority level

    Mid-Senior level

    Employment type

    Full-time

    Job function

    Information Technology

    Industries

    IT Services and IT Consulting

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