Night Shift IT Call Center Supervisor

Koniag Government Services; Nashville (TN); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Medical

Dental

Vision insurance

401(k) retirement plan

Paid time off

Paid parental leave

Life and disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Job summary

Koniag Government Services seeks a nights Call Center Supervisor for its Nashville operation serving government clients. Lead, coach, and develop frontline agents to meet SLAs and ITSM standards, including coaching, training, and performance reviews. Ability to obtain a government clearance may be required.

Role emphasizes real-time monitoring, escalation management, and cross-team collaboration to deliver high-quality support in a fast-paced, 24/7 style environment.

Qualifications

• High school diploma or GED required; degree in IT/Business preferred.
• 3+ years in IT call center/help desk environment.
• 1+ year supervisory experience in call center/service desk.

Responsibilities

• Directly supervise a team of IT Call Center agents, providing real-time guidance, coaching, and performance feedback.
• Monitor daily call volumes, ticket queues, and agent performance metrics to maintain SLA compliance.
• First-line escalation point for complex IT issues raised by agents; facilitate timely resolution.
• Conduct regular team huddles, briefings, and one-on-one coaching sessions for performance.
• 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.
• Assist in shift performance summaries, attendance tracking, and operational reports.
• Support workforce management including attendance and shift coverage.

Skills

Strong communication

Leadership

ITIL familiarity

ITSM platforms

Real-time monitoring

Education

High school diploma or GED

Associate's or Bachelor's in IT/Business Admin

Tools

ServiceNow

Remedy

Ticketing systems

Microsoft Office

SharePoint/Teams

Job description

Koniag Government Services seeks a nights Call Center Supervisor for its Nashville operation serving government clients. Lead, coach, and develop frontline agents to meet SLAs and ITSM standards, including coaching, training, and performance reviews. Ability to obtain a government clearance may be required.

Role emphasizes real-time monitoring, escalation management, and cross-team collaboration to deliver high-quality support in a fast-paced, 24/7 style environment.