Customer Service Program Team Lead - DHS ICE

Job Description

Job Description

Position Overview:

TRG is seeking a Customer Service Program Team Lead to lead day-to-day delivery of anticipated DHS ICE financial customer operations support.

This Key Personnel role coordinates financial reporting, customer activities, and technical work with the PM and government stakeholders.

Location: ICE Office of Financial Management headquarters, Washington, DC. Remote work requires prior government approval; this is not a guaranteed remote position. Travel: As-needed support may include Dallas, TX, Williston, VT, or other government-designated sites. Opportunity: Anticipated contract support position; employment is contingent on contract award, final staffing assignment, and required government approvals.

Key Personnel : Yes

Key Responsibilities:

• Coordinate daily work, recurring financial reporting, and customer support across assigned work streams.
• Track plans, schedules, risks, priorities, and action items; keep the PM and stakeholders informed.
• Support financial calculations, anomaly research, annual agreements, and fiscal year-end activities.
• Coordinate quality reviews, process documentation, training, and approved system changes.
• Present clear status updates and analyses to senior management and customer representatives.

Availability Requirement:

• Be available in person and by telephone from 8:30 a.m. to 5:00 p.m. Eastern and by email from 7:00 a.m. to 6:00 p.m. Eastern, Monday–Friday, excluding designated federal holidays. Respond within one hour to notifications requesting discussion or problem resolution.
• Current employees and contingent hires may be proposed. Key Personnel must confirm availability and support signed proposal documentation.

Required Qualifications

• Bachelor's degree in accounting, finance, business administration, information management, IT, computer sciences, or related field is required.
• At least three years of related experience overseeing and managing project/contract operations involving multiple projects, tasks, or personnel is required.
• At least three years of professional experience in federal accounting or federal financial management.
• Professional project management certification, such as PMP, FAC P/PM Level I, or another comparable nationally recognized project-management certification is required.
• Experience leading comparable federal sector projects and demonstrated project management experience is required.
• Demonstrated oral and written communication experience with the highest levels of management.
• Technical proficiency in Microsoft Outlook, Project, PowerPoint, Word, and Excel is required.
• U.S. citizenship and fluent written and spoken English is required.
• Ability to obtain and maintain required ICE fitness approval, background investigation, and access credentials. An active security clearance does not replace ICE approval is required.
• Current residence in the United States or its territories and residence there for at least three of the previous five years, unless an ICE-approved exception applies is required.
• Complete required security and applicable privacy training, sign required nondisclosure agreements, and protect sensitive government information.

Preferred Qualifications:

• TRG preference: Current ICE/DHS fitness approval or an active federal security clearance, including Secret. These are preferences, not prerequisites.

The Rehancement Group, Inc . provides competitive salaries commensurate with education and experience with full options for advancement and a robust benefits program.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Dawn Newton, HR and Talent Acquisition Manager at View email address on us.fitly.work.