Help Desk Supervisor
About the role
Chronos Operations, LLC is seeking a Help Desk Supervisor to provide real-time supervisory oversight for Customs and Border Protection (CBP) Technology Service Desk (TSD) Tier I, II, and ACE operations.
Responsibilities
- Provide real-time supervisory oversight of Helpdesk Tier I, II, and ACE agents during assigned shift.
- Monitor team performance to ensure all Service Level Agreements (SLAs), Key Performance Areas (KPAs), and performance metrics are consistently achieved or exceeded.
- Analyze performance dashboards and operational metrics to identify trends, mitigate risks, and implement continuous process improvements.
- Ensure compliance with all contractual deliverables, reporting requirements, and government-directed processes.
- Participate in operational meetings, readiness reviews, and continuous improvement initiatives to support mission success.
- Monitor agent availability, productive status, and contact volume to ensure service delivery objectives are met.
- Ensure >=80% of calls/chats are answered within 60 seconds (Service Level AQL).
- Ensure >=90% email and self-service ticket processing within a 12-hour period.
- Monitor ASD ticket processing to ensure >=90% resolved or escalated within 4 hours.
- Maintain First Contact Resolution (FCR) towards >=80% target.
- Identify and escalate operational events (volume spikes, wait time increases) per Operations Management SOP.
- Cook up with Help Desk Specialists on escalation flow and warm transfers.
- Serve as on-shift liaison between Helpdesk agents and TSD leadership.
- Coordinate with Help Desk Specialists on escalation flow and warm transfers.
- Support onboarding and offboarding activities, including ensuring personnel complete all required training, security requirements, and equipment accountability processes.
- Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success.
- Responsible for onsite coordination of Government-Furnished Equipment (GFE), including issuing equipment to new hires and recovering equipment from separating employees.
Qualifications
- High school diploma or equivalent.
- 3+ years of IT help desk or service desk experience.
- 1+ year of supervisory or team lead experience in a contact center environment.
- Experience with Amazon Connect.
- Experience with Gemini, an AI platform.
- Must be available to support rotating shift, 24x7x365 coverage required.
- Must have experience with ServiceNow.
- Successfully pass background and drug screening.
- U.S. Citizenship required; must be able to pass CBP Background Investigation (BI).
Preferred Qualifications
- Bachelor’s degree in business administration, Information Technology, or related field preferred.
- ITIL Foundation certification.
- Experience with AI tools.
- Prior CBP or federal government help desk experience.
How you’ll grow
At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.
Benefits
At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits. Learn more about what working at Chenega MIOS can mean for you.
Chenega MIOS’s culture
We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.
Tips from your Talent Acquisition Team
We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:
- Chenega MIOS web site - www.chenegamios.com
- Glassdoor - https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EI_IE369514.11,23.htm
- LinkedIn - https://www.linkedin.com/company/1472684/
- Facebook - https://www.facebook.com/chenegamios/