Customer Service Program Team Lead

Dynamis, Inc. is seeking a Customer Service Program Team Lead to serve as the on-site, day-to-day operations lead on the ICE Office of Financial Management (OFM) Customer Service Operations (CS-OPS) contract. The Team Lead is a Key Personnel position that runs the monthly Customer Billing Model (CBM) cycle, assigns and reviews all teamwork, and serves as the on-site point of contact for the Government Program Manager and Government Technical Monitors, reporting to the Dynamis Program Manager.

Responsibilities:

• Lead the monthly CBM billing cycle in CMM/FileOnQ for the DHS “Cube” components and ICE, including CPVI reporting, SLA metrics, and IRWA/IAA forms
• Lead the Beginning of Year (BOY) FASS reassessment and Fiscal Year End (FYE) support, including execution of the FYE surge and continuity plan
• Assign, track, and review all team work, including the financial-analytic workstreams before deliverables reach the government
• Develop and maintain project plans and schedules that feed the Master Integrated Program Plan and Schedule (MIPPS), updated at least weekly
• Prepare the Weekly Report and provide inputs to the Monthly Progress Summary Report and Bi-Annual Program Review for the Program Manager
• Triage and coordinate responses to ad-hoc taskings (approximately 10 per year), ensuring assumptions, methodologies, and data sources are documented
• Sponsor process improvement, CMM configuration changes, and change management activities with the Business Process and Change Management Analyst
• Serve as a working lead and backup on the monthly CBM cycle and taskings; respond to government requests within one hour during core hours

Requirements:

• 8–10 years of professional experience, including at least 3 years overseeing project or contract operations involving multiple projects, tasks, or personnel
• At least 3 years (5+ preferred) of federal government accounting or federal financial management experience
• Bachelor's degree in accounting, finance, business administration, information management, IT, or computer sciences
• PMP, FAC-P/PM Level I, or equivalent project management certification
• Demonstrated experience leading federal projects similar in size and scope, with strong written and verbal communication to senior government leadership
• Proficiency in Microsoft Outlook, Project, PowerPoint, Word, and Excel; U.S. citizenship and ability to obtain an ICE suitability (public trust) determination
• Preferred: Direct experience supporting ICE's Office of Financial Management (OFM) or another DHS CFO-aligned organization
• Hands-on experience with cost allocation, activity-based costing, or reimbursable (IRWA/IAA) billing in a shared-services environment
• Experience with FileOnQ/CMM or similar cost management/billing platforms a plus
• Familiarity with the DHS Financial Systems Modernization “Cube” environment and DHS financial systems (e.g., Momentum)
• Master's degree in accounting, finance, public administration, or data analytics
• Experience with SharePoint, Power BI, or Tableau for reporting and dashboards