Remote Help Desk Supervisor – 24/7 CBP Tech Lead

Chenega MIOS SBU

Orlando (FL)

On-site

USD 70,000 - 95,000

Full time

12 hours ago

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Job summary

Chenega MIOS is seeking a Help Desk Supervisor in the Orlando area to oversee CBP Technology Service Desk Tier I–ACE operations, ensuring SLA compliance and high-quality customer support. The role requires leadership of on-shift teams, collaboration with TSD leadership, and adherence to government procedures.

The position supports real-time supervision, process improvements, and incident response, with remote work options and CBP BI clearance expectations.

Qualifications

High school diploma or GED is required.
3+ years IT Help Desk or Service Desk experience required.
Experience with ServiceNow.
Experience with Amazon Connect.
Experience with Gemini, an AI platform.
Must be able to report onsite to support GFE issuance and retrieval.
Must pass background and drug screening.
U.S. Citizenship required; CBP BI clearance is needed.

Responsibilities

Provide real-time supervisory oversight of Helpdesk Tier I, II and ACE agents during assigned shift.
Monitor SLA adherence, KPAs and performance metrics across channels.
Perform QA reviews, ticket audits, and coaching to improve service quality.
Ensure compliance with contractual deliverables and government processes.
Lead incident management and escalation with TSD leadership as needed.
Coordinate with Help Desk Specialists on escalation flow and warm transfers.
Mentor and develop Help Desk staff to improve FCR and customer satisfaction.
Maintain on-site coordination of Government‑Furnished Equipment (GFE).