Night IT Call Center Supervisor (Govt)

Praxy; Nashville (TN); On-site; USD 65,000 - 88,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement plan

Paid time off

Parental leave

Life and disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Job summary

Koniag Government Services (KGS) in Nashville, TN, seeks a Call Center Supervisor (Nights) to lead IT call center agents and ensure service delivery. This role emphasizes coaching, real-time guidance, and SLA adherence in a government-focused environment.

You will work with the Call Center Operations Manager to drive performance, support onboarding, and monitor metrics across shifts. Night hours require strong communication and leadership under pressure.

Qualifications

• High school diploma or GED required; Associate's or Bachelor's degree preferred in IT/Business Administration or related field.
• 3+ years of experience in IT call center, help desk, or technical support.
• 1+ years in supervisory, team lead, or senior agent role within call center/service desk.

Responsibilities

• Directly supervise a team of IT Call Center agents, providing real-time guidance, coaching, and performance feedback to ensure adherence to standards.
• Monitor daily call volumes, ticket queues, and agent performance metrics to maintain SLA compliance.
• Serve as first-line escalation for complex IT issues and coordinate timely resolution with stakeholders.
• Conduct team huddles, briefings, and coaching sessions to reinforce performance expectations.
• Assist in onboarding and ongoing training for call center staff on ITSM tools and policies.
• Review agent interactions and provide constructive feedback to uphold quality standards.
• Prepare shift performance summaries, attendance tracking, and operational reports.
• Support workforce management including real-time schedule adherence and shift coverage.

Skills

Leadership

Team supervision

Coaching

ITIL

SLA management

ITSM tools

Call center

Communication skills

Problem solving

Decision making

Education

High school diploma or GED

Associate's or Bachelor's degree in IT/Business Admin or related field

Tools

ServiceNow

Remedy

Ticketing systems

Microsoft Office

Teams/SharePoint

Job description

Koniag Government Services (KGS) in Nashville, TN, seeks a Call Center Supervisor (Nights) to lead IT call center agents and ensure service delivery. This role emphasizes coaching, real-time guidance, and SLA adherence in a government-focused environment.

You will work with the Call Center Operations Manager to drive performance, support onboarding, and monitor metrics across shifts. Night hours require strong communication and leadership under pressure.