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

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; its the Digital family.

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.

Clearance: CBP Background Investigation (BI)

Experience:

• Minimum 3 years supporting cargo processing systems (ACE preferred) including data processing and security protocols.
• Education: Bachelors Preferred
• 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 $110000 to $130000.

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

• Paid Time Off (PTO)
• Group health plans
• 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 or call . Please provide your contact information and let us know how we can assist you.