ACE Account Service Desk- Team Lead

OCH Technologies is seeking an experienced Team Lead. This role will lead Tier II support for the Automated Commercial Environment (ACE) coordinating complex trade and enforcement support across Trade PGAs and CBP. Ensure service levels quality and timely escalation/reporting specific to ACE.

Location

Hybrid- Commutable distance of Ashburn VA; Orlando FL; or San Antonio TX.

*Onsite reporting may be ad-hoc or recurring.

Core Responsibilities & Duties

• Oversee ASD Tier II queues; ensure tickets are resolved/advanced within defined timeframes and adhere to answer-time resolution and quality objectives.
• Coordinate with Operations and Program Management on reporting trend analysis and corrective actions.
• Ensure SOPs and knowledge articles reflect ACE changes; support training updates for ASD analysts.
• Support incident/major-incident response and cross-team collaboration as needed.

Minimum Qualifications

Education

Bachelors degree from an accredited university or equivalent years of relevant work experience.

Experience

• A minimum of five (5) years leading Tier II or advanced support in a mission-critical or highly regulated environment
• Hands-on experience with ITSM tools and escalation management across multiple stakeholder groups
• Strong communication skills and ability to coordinate with external partners/agencies

Security Clearance/Screening Requirement

Must be able to obtain and maintain a DHS/CBP Background Investigation (BI)

Preferred Qualifications

• Familiarity with ACE and trade systems or comparable large-scale transactional platforms
• Experience with public sector SLAs/AQLs and continuous improvement methods

About Us: At OCH we are more than just a government contracting firm; we are innovators and leaders in providing cutting-edge IT services and cybersecurity solutions. Driven by a set of fundamental values we excel in creating secure efficient and forward-thinking solutions that empower the government agencies we work with. Our commitment to maintaining the highest standards of integrity adapting swiftly to new challenges and focusing on the people we serve ensures that we consistently exceed expectations and lead the industry in innovation and reliability.

What Defines Us:

• Integrity - We act with unwavering honesty ensuring every decision is rooted ethically.
• Adaptable - We swiftly adapt to changes seizing opportunities to innovate and lead.
• People-Focused - We prioritize relationships championing growth and mutual success.
• Accountable - We own our outcomes striving for excellence through continuous improvement.
• Collaborative - We cultivate teamwork harnessing diverse talents to forge groundbreaking solutions.

Why Join Us

Step into a role at OCH where your contributions make a tangible impact. Join a team that values creativity and initiative offering a platform to transform the landscape of government IT services. Here your work is not just a careerits a mission. Embrace the opportunity to grow innovate and excel alongside industry leaders who are as passionate about technology as they are about making a difference. Plus we offer a comprehensive benefits package designed to support your wellbeing and work-life balance including:

• Paid time off and Holidays
• Medical Dental and Vision Insurance
• Paid Parental Leave
• Short-term disability long-term disability and life insurance - Employer Paid!
• 401(k)
• Additional Voluntary Life Insurance
• Tuition Reimbursement

& More!

E-Verify Participation: OCH Technologies LLC is a participant of E-Verify to verify the identity and employment eligibility of newly hired employees.

Veterans Preference and Accessibility Statement: At OCH Technologies we deeply respect and appreciate the unique skills and experiences that veterans bring to our team. As a federal contractor we proudly offer preference to qualified veterans and wholeheartedly encourage them to apply. We want you to know that your service and dedication will always be valued here! Additionally we are committed to creating a workplace that is open welcoming and accessible to line with the Americans with Disabilities Act (ADA) we provide reasonable accommodations throughout the hiring process to ensure that individuals with disabilities can apply without barriers. If you need assistance or accommodations please dont hesitate to contact us at - were here to help.

OCH Technologies LLC is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age disability gender identity or any other protected characteristic as outlined by federal state or local laws.