Help Desk Supervisor - 24/7 Remote IT Support Lead

Chenega Agile Real Time Solutions, LLC; Ashburn (VA); On-site; USD 41,000 - 48,000; Full time

Job summary

Chenega MIOS is seeking a Help Desk Supervisor to provide real-time supervisory oversight for CBP Technology Service Desk (TSD) Tier I, II and ACE operations. You will lead on-shift agents, ensure SLAs, QA, and escalation procedures are adhered to, and act as a liaison between frontline staff and TSD leadership.

The role requires 3+ years in IT help desk, supervisory experience in a contact center, and familiarity with ServiceNow, Amazon Connect, and Gemini AI.

Qualifications

• Requires 3+ years IT Help Desk/Service Desk experience.
• Experience with ServiceNow, Amazon Connect and Gemini AI platform.
• 1+ year supervisory or team lead experience in a contact center.

Responsibilities

• Provide real-time supervisory oversight of Helpdesk Tier I, II and ACE agents during assigned shift.
• Monitor SLA, KPAs, and performance metrics to ensure targets are met.
• Conduct quality assurance reviews, ticket audits, and coaching sessions to improve service quality.

Skills

Help desk experience

Supervisory experience

ServiceNow

Amazon Connect

Gemini AI

US Citizenship

Education

High school diploma or GED

Bachelor's degree preferred

Tools

ServiceNow

Amazon Connect

Gemini AI

Job description

Chenega MIOS is seeking a Help Desk Supervisor to provide real-time supervisory oversight for CBP Technology Service Desk (TSD) Tier I, II and ACE operations. You will lead on-shift agents, ensure SLAs, QA, and escalation procedures are adhered to, and act as a liaison between frontline staff and TSD leadership.

The role requires 3+ years in IT help desk, supervisory experience in a contact center, and familiarity with ServiceNow, Amazon Connect, and Gemini AI.