ACE Account Service Desk (ASD) Team Lead/Project Manager I

Shelby American, Inc.; Springfield (VA); On-site; USD 110,000 - 130,000; Full time

Job summary

An established industry player is seeking a dynamic ACE Account Service Desk Team Lead/Project Manager I. This pivotal role involves leading a bilingual support team, resolving complex technical issues, and ensuring compliance with federal trade regulations. The ideal candidate will have extensive experience in cargo processing systems and a proven ability to manage remote teams effectively. Join a company that values creativity and offers competitive compensation, comprehensive benefits, and a commitment to diversity and inclusion. If you're looking to make a significant impact in a collaborative environment, this opportunity is for you.

Benefits

Paid Time Off (PTO)

401(k) plan with company matching

Health Savings Account (HSA)

Flexible Spending Account (FSA)

Pet insurance options

Employee Assistance Program (EAP)

Qualifications

• Minimum 3 years supporting cargo processing systems, ACE preferred.
• Strong written and verbal communication skills; bilingual in Spanish a plus.

Responsibilities

• Lead a team providing 24x7 bilingual Tier II ACE support.
• Resolve technical issues related to the ACE Secure Data Portal.
• Create and maintain comprehensive documentation for ongoing issues.

Skills

Cargo processing systems

Data processing and security protocols

CBP and international trade operations

Federal trade compliance policies

Technical documentation and user guides

Conflict resolution

Analytical skills

Job description

All Jobs > ACE Account Service Desk (ASD) Team Lead/Project Manager I

Washington, DC

Full-time

Description

Leading with our people, Digital Consultants’ mission is to deliver the highest level of professional solutions while being a trusted partner and advisor to our customers. With a culture of practicality, opportunity, and creativity we remain dedicated to being honest, trustworthy, respectful, and ethical in everything we do. We are a certified SBA 8(a) small, disadvantaged business that supports multiple IT customers within the Federal, civilian, and private sectors. Digital Consultants also offers our employees growth opportunities, competitive wages, and a full benefits package. Our founding principles, Fairness and Common Sense make working here more than a job; it’s the Digital family.

Position Description:

Digital Consultants is seeking an ACE Account Service Desk (ASD) Team Lead/Project Manager I. The ASD Team Lead is responsible for leading the Tier II support team managing the CBP ACE Account Service Desk. This role supports trade partners, CBP officers, and PGAs with complex account and portal issues, ensuring timely and accurate resolution while maintaining compliance with SOPs and supporting system enhancements.

Position Duties:

• Lead a team of specialists providing 24x7 bilingual (English/Spanish) Tier II ACE support
• Resolve technical issues related to the ACE Secure Data Portal, reports, user access, and account enrollment
• Participate in war room calls, system validations, and report generation
• Support documentation creation and updates in the KMS, and provide user-facing guidance
• Collaborate with CBP stakeholders during training sessions, account reviews, and compliance assessments
• Troubleshoot and resolve complex technical issues related to the ACE Secure Data Portal and lead enhancement initiatives based on user feedback.
• Collaborate cross-functionally to facilitate training sessions, ensuring adherence to updated protocols and compliance regulations.
• Create and maintain comprehensive documentation for ongoing issues and updates, including user guides and FAQs.

Requirements

Experience:

• Minimum 3 years supporting cargo processing systems (ACE preferred), including data processing and security protocols.
• In-depth knowledge of CBP and international trade operations
• Familiarity with federal trade compliance policies and IT account provisioning
• Strong written and verbal communication skills; bilingual in Spanish a plus
• Experience in creating technical documentation and user guides
• Proven experience successfully managing remote or geographically dispersed teams
• Strong conflict resolution skills with demonstrated ability to work collaboratively in high-pressure environments.
• Experience in managing change within an IT organization, including implementing new processes or systems.
• Strong analytical skills to assess data and make data-driven decisions for improving service performance.
• Physical Requirements: The candidate, with or without reasonable accommodation, must be able to sit or stand for long periods of time. The position requires the frequent use of personal computer equipment, including extended periods of use of computer screens, and may require occasional lifting of objects up to 20 lbs.

Compensation and Benefits: The salary range for this position is $110,000 to $130,000.

The company offers the following benefits to permanent, full-time employees:

• Paid Time Off (PTO)
• Income protection and supplemental benefits401(k) plan with company matching Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Pet insurance options
• Employee Assistance Program (EAP)

Digital Consultants, an inclusive and welcoming company, is fully committed to hiring and retaining a diverse workforce without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, age (40 or older), disability, Veterans status or any other protected characteristic.

We provide reasonable accommodations to individuals who need assistance during any part of the employment process. If you need assistance navigating Digital Consultants job openings or applying for a position, please send an email to [e-mail] or call 571-306-3444. Please provide your contact information and let us know how we can assist you.