Remote-Eligible ACE ASD Shift Supervisor (24/7 CBP Desk)

Aretec, Inc.; Ashburn (VA); On-site; USD 70,000 - 90,000; Full time

Job summary

Aretec, Inc. is seeking an ACE ASD Shift Supervisor based in Ashburn, VA, to oversee the ACE Account Service Desk operations. The role requires a strong leader with at least 2 years of IT help desk experience and 1 year of supervisory experience. Responsibilities include monitoring ticket resolutions, ensuring quality service, and coordinating a bilingual team. Candidates must be U.S. citizens able to pass a background investigation. The position operates on a rotating shift schedule and offers a dynamic work environment.

Qualifications

• Minimum 2 years of experience in IT help desk or customer support environments.
• Minimum 1 year of supervisory or team lead experience.
• Ability to work rotating shifts, including nights, weekends, and holidays.
• Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation.

Responsibilities

• Provide real-time supervisory oversight of ACE ASD agents during assigned shifts.
• Monitor ASD ticket processing to ensure ≥90% of tickets are resolved or escalated within 4 hours.
• Coordinate with Tier 1 Shift Supervisors on ACE-related escalation flow.
• Provide coaching, mentoring, and guidance to ASD agents.

Skills

Strong communication

Leadership

Interpersonal skills

Bilingual (English/Spanish)

Tools

ServiceNow

Job description

Aretec, Inc. is seeking an ACE ASD Shift Supervisor based in Ashburn, VA, to oversee the ACE Account Service Desk operations. The role requires a strong leader with at least 2 years of IT help desk experience and 1 year of supervisory experience. Responsibilities include monitoring ticket resolutions, ensuring quality service, and coordinating a bilingual team. Candidates must be U.S. citizens able to pass a background investigation. The position operates on a rotating shift schedule and offers a dynamic work environment.