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
Inserso is seeking a candidate to join our team to provide mission-critical support as our Technical Project Manager/Operations Center Manager. This position will be the primary point of contact for managing a support team of approximately 33 FTEs providing NOC, NOSC, Service Desk, and ServiceNow support on a 24x7 NOC and Service Desk support contract. The Technical Project Manager will manage Task Order planning, execution and reporting to meet cost, schedule, and performance requirements. Responsibilities: The Technical Project Manager (PM)/OPS Center Manager shall act as the single point of contact for USSS who will own all Contractor activities related to this order.
• Manage the cost, schedule and performance of Government contracts of similar scope, size, and complexity. • Provide management oversight of multiple concurrent project activities across multiple Information Technology disciplines. • Understand and perform a variety of project/program management techniques and methods for Information Technology used throughout DHS and similar agencies. • Knowledge of IT Service Management (ITSM) processes. • Knowledge of IT Operations Center functions and processes. • Perform in a dynamic work environment including the ability to coordinate and perform multiple assignments. • Demonstrate excellent communication skills - both written and verbal. • Demonstrate experience working independently to resolve complex issues • Initiate, coordinate, and assist with onboarding and offboarding contractor personnel. • Adequately supervise contractor personnel. • Ensure that contractor personnel perform professionally and provide deliverables in a timely comprehensible manner. • Ensure that contractor employees are aware of, and understand and abide by USSS established rules, regulations, and practices. • Be responsible for control, coordination, and execution of all activities to complete tasks in accordance with this order. • Discuss and plan daily activities, workload and job scheduling priorities with the USSS PM and PO. • Be technically skilled in managing an IT operations center (SD, NOC, and NOSC). • Coordinate with the Security Operations Center (SOC) in assessments and incident responses. • Ensure corrective measures have been documented and incorporated as part of problem management to support a reduction in incidents. • Ensure that the knowledge base, standard operating procedures, and technical documentation are maintained and augmented by staff. Required Skills/Experience: • Must be a US citizen. • Top Secret/SCI clearance • Certification: PMP (Project Management Professional) • Bachelor's degree in Cybersecurity, Computer Science, Computer Information Systems, or Information Technology, or 10 years of equivalent experience in verifying stability, interoperability, portability, security, and scalability of system architecture. • Experience with leading IT Operation Centers (i.e., NOSC) for environments of similar size, scope, and complexity as USSS is required. • The Technical PM must be equipped with proven experience and skillsets. Preferred Skills/Experience: • Master's degree in Cybersecurity, Computer Science, Computer Information Systems, or Information Technology • ITIL 4 Foundation certification Required Clearance: • This position requires a Top Secret (TS) clearance based on the possible interaction with classified information. There may also be a TS with SCI (Sensitive Compartmented Information) requirement as needed but this is not required prior to USSS onboarding. Physical and/or Mental Qualifications: • Effectively communicate with customers, stakeholders, and technical specialists EOE, including Disability/Vets: Reasonable accommodation will be made for qualified individuals with a disability, where such accommodations will not impose an undue hardship during the application process and on the job.
