The following states/districts are excluded from this job ad: AK, CA, CO, CT, DC, HI, IL, LA, MA, MN, MO, NE, NV, NH, NJ, NM, NY, ND, OR, PR, RI, VT, WA, WY Location: Government facility located in the DC Metropolitan Area Ready to support U.S. Customs and Border Protection's (CBP) mission-critical trade systems? If you have a deep understanding of cargo processing systems and a passion for delivering high-impact technical support in a fast-paced environment, we want to hear from you. Position Description: The Project Manager - IT Systems Lead serves as the subject matter expert and lead for the service desk team supporting the Automated Systems Division (ASD), focusing on CBP's cargo processing and trade systems, including the Automated Commercial Environment (ACE). Minimum/General Experience: 3 years of experience supporting an information technology (IT) service desk and providing supervision of personnel; 3 years of experience working with cargo processing systems; Automated Commercial Environment (ACE) experience (preferred) Minimum Education: Bachelor's degree in information systems, technology management, or related field Essential Skills/Qualifications: Above average experience managing, scheduling, and coordinating coverage of help desk personnel Above average experience understanding and supporting cargo and trade systems Above average knowledge of CBP's International Trade business operations and procedures Above average ability to translate system and policy changes into clear guidance for help desk personnel Above average experience monitoring technician availability across all contact channels (e.g., phone, chat, email) Above average ability to quickly adjust and reassign personnel based on ticket volume Above average experience communicating operational spikes and issues to leadership Above average experience reviewing and updating standard operating procedures to support workflows Above average experience handling high-priority escalations Above average ability to identify process improvements to support performance management Experience providing monthly reports to address activities and tasks completed by the service desk functional area Above average ability to track and analyze service desk metrics (e.g., ticket processing, ticket resolution) Above average knowledge of help desk systems and software (e.g., ServiceNow, Remedy) Above average knowledge of the Information Technology Infrastructure Library (ITIL) Knowledge and understanding of the best business practices identified by Help Desk Institute (HDI) Excellent attention to detail skills Excellent problem solving skills Excellent oral and written communication skills General Physical Requirements needed to perform the essential functions of this job may vary based on the location of the assignment . Assignment Location - Government facility located in the DC Metropolitan Area. Sedentary Work - Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Typing, communicating, repetitive motions. Close visual acuity to prepare and analyze data, view computer monitors and read. May need to view presentation screens and other visual aids in a virtual setting. Inside environmental conditions with protection from outside elements. Security : Ability to complete a Pre-Screening and U.S. Customs and Border Protection (CBP) Background Investigation (BI) U.S. Citizenship Pre-Screening Consists of a review of up to but not limited to: Criminal history check - no felony convictions within the past 36 months Drug screening Criminal activity and/or misconduct in the workplace including fraud and theft within the past 12 months Financial check - bankruptcy and tax liens within the last 7-10 years CBP Background Investigation Consists of a review of up to but not limited to: Credit check Criminal history check Records check to verify citizenship of family members Verification of date of birth Education verification Employment history verification Military history verification Interviews with subject, peers, spouse, former spouse(s), neighbors Residency verification Public records check - bankruptcies, divorces, criminal and/or civil litigation Tasks/activities include, but are not limited to: Oversees and guides service desk staff handling tickets related to ACE and other trade systems Triages escalated issues and provides subject matter guidance Ensures accurate resolutions in accordance with CBP trade procedures Monitors ticket queues and supports ASD specific trends Coordinates with technical personnel to escalate and resolve high-impact issues Ensures knowledge articles related to trade systems are up to date and support help desk effectiveness Provides input on help desk personnel training needs Tracks and analyzes recurring issues to identify potential process improvements Reviews ASD tickets to ensure accuracy, quality, and adherence to policies and procedures Handles high-priority escalations, including ACE Command Center/War Room situations or CBP deployments Provides daily operations updates to the Program Manager Alerts the Program Manager of any potential risk indicators (e.g., high volume outage, staffing gaps) Attends ACE system training sessions and provides updates to the team Supports process creation and contributes to reporting and metrics Perform as an Oxley Supervisor/Team Lead Perform as a Hiring Manager during the Recruiting Process Implement corporate goals; Establish and implement employee individual goals Oversee timesheets, PTO management and tracking, and compliance items; Implement and monitor adherence to employee handbook, code of conduct, policies, and quality management practices Provide an environment that promotes productivity, efficiency, and quality Resolve employee/subcontractor issues; Address pain points; Provide guidance and problem solving Coach, mentor, motivate, and/or train employees and subcontractors Demonstrate familiarity with what each team member's responsibilities and assignments are Assemble weekly, bi-monthly, and/or monthly data for project reports and project past performance documents and project/corporate metrics

Compensation & Benefits: The annual projected pay range for this position is $71,822.00 - $112,164.00 with consideration being given to various factors including but not limited to qualifications, experience, job responsibilities, and geographic location. Oxley Enterprises, Inc. offers a full array of benefits including: Medical, dental, vision and prescription drug coverage for you and your family. Life Insurance, short-term disability and long-term disability paid for by the Company. Supplemental coverages including Accident, Critical Illness, and Hospital. Additional Life insurance coverage for you and your dependents. 401k plan with various options to select based on your retirement goals. Oxley Enterprises®, Inc. is a certified service-disabled veteran-owned (SDVOSB), economic disadvantaged woman-owned (EDWOSB), Small Business Administration Certified 8(a), and small disadvantaged business (SDB) that has 25 years of experience building and delivering quality IT systems and programs. Oxley is ranked in the INC 5000 7 times (2016, 2017, 2018, 2021, 2023, 2024, 2025). Oxley is a 2019 - 2024 Department of Labor HIRE Vets Medallion Award Winner. Oxley is Virginia Values Veterans certified. All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local law. If you require a reasonable accommodation to apply for a position at Oxley Enterprises, Inc., please send an email to our Human Resources Department at: careers@oxleyenterprises.com with the following information: Subject Line: Accommodation Request Provide a description of your accommodation request Include your contact information: Full name, Email address, Best number to reach you (optional) We participate in the E-Verify program. http://www.dhs.gov/E -Verify