The Abacus Team is seeking an Account Management Lead to supervise account management support for the National Area and Transnational IT Operations and Next-Generation Support II Program (NATIONS II) for U.S. Citizenship and Immigration Services (USCIS). This is a full-time position.
Provide leadership to Account Management Agents and perform account management tasks:
Associate’s Degree required; Bachelor’s degree in a related field desired.
Experience and Skills:
5+ years of experience in customer/user service providing account management services. Experience in a Service Desk environment leading account management activity is preferred. Experience leading a small team desired. Must have experience using an ITSM IT ticketing system; experience with ServiceNow is desired. Experience with ITIL v3 is preferred.
Able to interact with people at all levels of an organization as well as clients and vendors. Must be customer focused and possess a service oriented attitude. Solid communication skills are critical. Previous experience supporting DHS USCIS desirable. HDI certification and/or ITIL v.3 Foundations certification desired.
Must be a US Citizen. Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified or Sensitive but Unclassified (SBU) information. Position may require a current/active Public Trust.