Night IT Call Center Operations Lead

Koniag Government Services; Nashville (TN); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive compensation

Health, dental, and vision insurance

401K with company matching

Flexible spending accounts

Paid holidays

Three weeks paid time off

More

Job summary

Koniag Government Services in Nashville, TN is seeking a Call Center Operations Manager (Night) to supervise IT Call Center agents and ensure service delivery standards are met. You will work with the Call Center Operations Manager to implement directives and foster a positive team environment.

The ideal candidate has hands-on IT call center or service desk leadership experience, a strong focus on customer service, and the ability to coach and develop frontline staff.

Qualifications

• 3+ years experience in an IT call center, help desk, or technical support environment.
• 1+ years in a supervisory, team lead, or senior agent role within a call center or service desk.
• Demonstrated experience monitoring team performance, managing escalations, and supporting SLA compliance.

Responsibilities

• Directly supervise a team of IT Call Center agents.
• Monitor daily call volumes and act as first-line escalation for complex IT issues.
• Conduct regular team huddles and assist in onboarding and training.
• Enforce compliance with federal regulations and security protocols.

Skills

Team leadership

Customer service

Escalation management

SLA compliance

Education

High school diploma or GED

Associate or Bachelor's in IT/Business

Job description

Koniag Government Services in Nashville, TN is seeking a Call Center Operations Manager (Night) to supervise IT Call Center agents and ensure service delivery standards are met. You will work with the Call Center Operations Manager to implement directives and foster a positive team environment.

The ideal candidate has hands-on IT call center or service desk leadership experience, a strong focus on customer service, and the ability to coach and develop frontline staff.