• Receive customer inquiries through multiple channels (calls, email, text, and video) • Document customer needs in structured case management tools • Assists the customer in finding the solution and develops a support plan • Capture customers user needs in the form of user stories • Regular collaboration as part of the product team creating better outcomes for customers • Actively participate in daily and weekly team meetings

• Manage large amounts of incoming calls • Generate sales leads • Identify and assess customers’ needs to achieve satisfaction • Build sustainable relationships and trust with customer accounts through open and interactive communication • Provide accurate, valid and complete information by using the right methods/tools • Meet personal/customer service team sales targets and call handling quotas • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution • Keep records of customer interactions, process customer accounts and file documents • Follow communication procedures, guidelines and policies • Take the extra mile to engage customers

XXX

Type of Requisition: Regular Clearance Level Must Currently Possess: None Clearance Level Must Be Able to Obtain: Confidential Public Trust/Other Required: BI Full 6C (T4) Job Family: Cyber and IT Risk Management Job Qualifications: Skills: Data Engineering, DevOps, Machine Learning (ML), Network Mapping, Network ModelsCertifications: NoneExperience: 8 + years of related experienceUS Citizenship Required: Yes Job Description: Enterprise Services Team Lead Opportunity for a highly experienced Enterprise Services Team Lead to join a mission‑critical IT operations and analytics program supporting U.S. Customs and Border Protection (CBP). In this role, you will guide a cross‑functional innovation team responsible for designing, prototyping, and operationalizing emerging technology capabilities that directly support CBP targeting, intelligence, analytics, and mission enablement. You will lead with an innovation-first architecture approach tightly coupled to the Cloud Migration (CM) sequence—Environment Assessment, CSP/AI/ML Platform Selection, Design & Architecture, Provisioning & Data Migration, and Reporting Transition. You will synchronize capability delivery with wave gates and ensure alignment with operational mission needs. As part of an agile team, you will: - Lead Enterprise Services strategy, capability planning, and execution across advanced analytics and cloud modernization. - Translate operational requirements into platform and service designs that support explainability, natural-language analytics, and real-time network mapping. - Establish enterprise reference architectures and standards. - Coordinate with NTC analysts and IC partners to integrate data securely. - Produce executive-level briefings, capability assessments, and readiness documents. - Translate operational needs into prototypes, proofs of concept, and scalable services. - Facilitate backlog development, sprint planning, and capability governance via the Cross-Domain Working Group. - Ensure enterprise capabilities support explainability, network analysis, and lineage tracking. MEANINGFUL WORK AND PERSONAL IMPACT As an Enterprise Services Team Lead, your work will directly enhance CBP’s ability to identify threats, modernize analytics capabilities, and accelerate mission‑driven technology adoption. Key responsibilities include: - Deliver analyst-facing services that provide explainability, network mapping, and real-time insights. - Build model feedback loops for training pipelines and stand up governance baselines for data and model lifecycle. - Leading multidisciplinary teams in developing innovative concepts, prototypes, and analytical capabilities that enable enhanced targeting, intelligence fusion, and decision support. - Driving exploration and adoption of emerging technologies—including cloud‑native services, data streaming, graph analytics, automation, and AI/ML. - Working with CBP leadership to shape technology roadmaps, assess feasibility, and recommend mission‑aligned innovation investment areas. - Overseeing rapid experimentation, A/B testing, user feedback cycles, and iterative refinement of new capabilities. - Ensuring prototypes integrate successfully with CBP enterprise environments, data sources, and security/compliance requirements. - Producing executive‑level briefings, concept papers, technical assessments, and deployment recommendations. - Coaching development teams on innovative engineering practices, human‑centered design, and measurable value delivery. - Supporting cloud transformation efforts by helping migrate or rearchitect legacy capabilities into modern, scalable solutions. WHAT YOU’LL NEED TO SUCCEED - Minimum of eight 8 years of experience in innovation, leadership, advanced analytics, technical program management, or emerging technology integration. - Bachelor’s degree in computer science, Data Science, Engineering, Intelligence Studies, Systems Design, or a related field. - Demonstrated experience leading multidisciplinary teams in fast‑paced, mission‑driven environments. - Strong familiarity with AI/ML, data engineering, cloud modernization, and modern software development practices. - Ability to translate complex mission challenges into technical strategies, prototypes, and scalable solutions. - Experience supporting federal missions or operational components such as CBP, DHS, DoD, or the Intelligence Community. - Excellent communication skills, including the ability to brief executive‑level stakeholders. - Must be a US citizen able to obtain DHS Public Trust clearance and successfully pass CBP Background Investigation (BI) and attain EOD to start work. Top Secret clearance preferred; TS/SCI may be required for innovation work integrating classified data or systems. Preferred Education and Experience - Advanced degree (master’s preferred) in innovation management, emerging technology, analytics, or systems engineering is desirable. - Relevant certifications in cloud (AWS/Azure/GCP), AI/ML, Agile, or design thinking are a plus. - Previous CBP OIT support experience and mission/ environment understanding is highly desired (preference to people with active CBP BI and a CBP badge). OWN YOUR OPPORTUNITY Explore a career in intelligence at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your passion for securing the mission. The likely salary range for this position is $144,500 - $195,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range. Scheduled Weekly Hours: 40 Travel Required: Less than 10% Telecommuting Options: Remote Work Location: USA VA Sterling Additional Work Locations: Total Rewards at GDIT: Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most. We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology. Join our Talent Community to stay up to date on our career opportunities and events atgdit.com/tc. Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans