Help Desk Supervisor

About the role

Chenega Military, Intelligence & Operations Support (MIOS) 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. This role is responsible for ensuring service levels, quality assurance, and resolution objectives are met across all Tier channels, providing on‑shift leadership to agents, and acting as the primary liaison between frontline staff and TSD leadership during assigned shifts.

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.
• Conduct regular quality assurance reviews, ticket audits, and coaching sessions to improve customer service, technical accuracy, and adherence to standard operating procedures.
• 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.
• Monitor and drive First Contact Resolution (FCR) towards >=80% target.
• Identify and escalate operational events (volume spikes, wait time increases) per Operations Management SOP.
• Coordinate with Help Desk Specialists on escalation flow and warm transfers.
• Serve as on-shift liaison between Helpdesk agents and TSD leadership.
• Participate in major incident management, ensuring timely escalation to the Enterprise Operations Center (EOC).
• Monitor and manage Sensitive VIP customer escalations.
• Support development and deployment of alert messages for outages and known issues.
• Provide real-time coaching and guidance to agents on call handling, troubleshooting, and documentation.
• 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.
• Ensure at least one supervisor is on duty for all shifts 24x7x365 and at each location.
• Other duties as assigned.

Qualifications

• High School diploma or GED equivalent.
• 3+ years of IT Help Desk or Service Desk experience.
• 1+ year of Supervisory or Team Lead experience in a Contact Center environment.
• Must have experience with ServiceNow.
• Must be able to report onsite, as required, to support the issuance of Government-Furnished Equipment (GFE) to new employees and the retrieval of GFE from terminated or departing personnel.
• 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.
• HDI Support Center Team Lead or similar certification.
• ITIL Foundation certification.
• Experience with AI tools.
• Prior CBP or federal government help desk experience.

Knowledge, Skills, and Abilities

• Must be available to support rotating shift, 24x7x365 coverage required.
• Expertise in various tools like Microsoft Project, ServiceNow, and Amazon Connect.
• Ability to manage multiple tickets, meet SLA commitments, and maintain accurate documentation.
• Analyze performance dashboards and operational metrics to identify trends, mitigate risks, and implement continuous process improvements.
• Manage incident escalations and critical issues while maintaining clear communication with customers, technical teams, and program leadership.
• Participate in operational meetings, readiness reviews, and continuous improvement initiatives to support mission success.
• Mentor, coach, and develop Help Desk personnel through performance feedback, training, and knowledge-sharing initiatives.
• Drive continuous improvement initiatives that enhance operational efficiency, first-contact resolution, and overall service quality.
• Ability to work with internal teams and other agencies to resolve cross-functional IT needs.
• Ability to support rotating shift, 24x7x365 coverage.
• Excellent interpersonal communication, facilitation, and leadership skills to effectively coordinate teams and communicate with stakeholders.
• Proven ability to manage relationships with internal teams, external partners, vendors, and senior leadership.
• Strong written and verbal communication skills for technical documentation and stakeholder coordination.
• Excellent communication, leadership, and project management skills.
• Ability to work effectively in cross-functional teams and under senior analyst guidance.
• Ability to meet minimum clearance requirements.
• Ability to work nights, weekends, and holidays as required.
• Ability to travel 10%.

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.

Pay

Estimated salary/wage: USD $35.00/Hr. up to USD $37.00/Hr.