Service Delivery Project Manager II Remote

DirectViz Solutions (DVS) is a dynamic and rapidly growing government contractor committed to delivering innovative IT solutions that address the mission-critical needs of our government clients. Through the expertise and dedication of our talented team we provide cutting-edge technology services designed to achieve success and exceed expectations.

At DVS we prioritize our employees as our greatest asset. We offer competitive compensation comprehensive medical benefits a 401(k) match generous PTO accrual professional development reimbursement corporate-funded technology certifications and robust employee recognition and appreciation programs.

Location: Ashburn VA (Remote - must live in commuting distance to Ashburn for meetings)

Must be a U.S. Citizen or Lawful Permanent Resident (LPR). Ability to pass a Background Investigation (BI).

Overview

We are seeking a highly motivated ACE Service Delivery / Project Manager II to join our team providing 24x7x365 Technology Service Desk operations in support of a large mission-critical enterprise environment. This position oversees the Tier II Automated Commercial Environment (ACE) Account Services Desk (ASD) ensuring seamless support for a diverse and global user community.

The Technology Service Desk (TSD) is the primary point of contact for IT support services handling incoming calls chats emails self-service requests and incident reports. Our team supports over 65000 employees contractors and external partners across more than 1800 locations worldwide resolving technology issues for nearly 300 custom and COTS applications while escalating complex problems to higher-level teams as needed.

Key Responsibilities

• Oversee TSD Tier II ACE ASD Operations (24x7x365) supporting 100000 active users across Trade Participating Government Agencies (PGA) and client communities.
• Manage customer support operations related to trade facilitation compliance and enforcement.
• Lead a team of Tier II analysts in providing high-quality customer service and timely issue resolution.
• Supervise 20 FTEs in a high-volume service desk environment handling 1000 contacts per week (across phone chat email self-service and in-person support).
• Ensure staff adherence to approved service desk procedures standards and performance metrics.
• Provide leadership in incident escalation problem resolution and knowledge management.
• Deliver performance reporting and continuous service improvements.
• Foster a customer-focused reliable and responsive service culture.

Required Qualifications

Education:

• Bachelors degree in Information Technology Computer Science Business or related field.

Experience:

• Minimum of 3 years of supervisory experience managing IT service desk operations including:
  • 24x7x365 Tier II operations.
  • Direct oversight of at least 20 service desk staff.
  • Support environments with 1000 contacts per week across multiple support channels.
• In-depth knowledge of international trade operations cargo processing systems and ACE.
• Bilingual (English/Spanish) - required.
• Strong leadership communication and problem-solving skills.

Certification:

• PMP certification (Project Management Institute - PMI).
• ITIL v4 certification
• HDI Desktop Support Manager or HDI Support Center Director certification.

If you thrive on solving complex problems and building meaningful connections wed love to hear from you. Join our team and make an impact today!

Physical and Mental Qualifications:

• Maintain focus and awareness throughout scheduled working hours.
• Perform tasks requiring prolonged periods of sitting or standing at a desk utilizing a computer mouse and keyboard.
• Lift and move objects weighing up to 15 pounds as needed.
• Exhibit excellent verbal and written communication skills with a strong command of the English language.
• Demonstrate the ability to work independently while also collaborating effectively as part of a team.
• Quickly learn and retain routine tasks and processes.
• Possess strong organizational skills attention to detail business correspondence proficiency and self-management capabilities.
• Perform the essential functions of the role satisfactorily; reasonable accommodation will be provided for employees with disabilities upon request.
• Accept and adapt to additional responsibilities or changes to assigned duties as determined by DirectViz Solutions (DVS).

DirectViz Solutions LLC (DVS) is an equal opportunity employer who prohibits discrimination and harassment against any employee or applicant for employment based on race sex (including pregnancy) age gender identity creed religion national origin sexual orientation marital status genetic information disability political affiliation protected veteran status or any other status protected by federal state or local law.

DVS has a zero-tolerance policy for harassment threats coercion discrimination and intimidation. Employees may file a complaint or exercise any right protected by Executive Order 11246 Section 503 of the Rehabilitation Act of 1973 as amended Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974 or the Veterans Employment Opportunities Act of 1998.

Required Experience:

IC