Remote Help Desk Supervisor — 24/7 IT Support Lead

Chenega MIOS SBU; Houston (TX); Remote; USD 65,000 - 95,000; Full time

Job summary

Chronos Operations, LLC is seeking a Help Desk Supervisor to provide real-time supervisory oversight for CBP TSD Tier I, II and ACE operations. The role focuses on service levels, QA, and escalation across channels, guiding agents and liaising with TSD leadership during shifts.

The ideal candidate has 3+ years in IT help desk, 1+ year in supervision in a contact center, and hands-on experience with ServiceNow and Amazon Connect. This on-site role requires U.S.

Qualifications

• 3+ years of IT help desk or service desk experience.
• 1+ year of supervisory or team lead experience in a contact center environment.
• Experience with ServiceNow.
• Experience with Amazon Connect.
• Experience with Gemini, AI platform.

Responsibilities

• Provide real-time supervisory oversight of Helpdesk Tier I, II and ACE agents during assigned shift.
• Monitor team performance to ensure SLAs, KPAs, and performance metrics are met.
• Analyze dashboards to identify trends and implement process improvements.
• Conduct quality assurance reviews, ticket audits, and coaching to improve service.
• Ensure compliance with contractual deliverables and government processes.
• Coordinate with Help Desk Specialists on escalation flow and warm transfers.
• Serve as on‑shift liaison between agents and TSD leadership.
• Participate in major incident management and escalation to EOC.

Skills

IT Help Desk

Supervisory Experience

ServiceNow

Amazon Connect

AI Platform Gemini

Education

High school diploma or GED

Bachelor’s degree (preferred)

Tools

ServiceNow

Amazon Connect

Gemini AI Platform

Job description

Chronos Operations, LLC is seeking a Help Desk Supervisor to provide real-time supervisory oversight for CBP TSD Tier I, II and ACE operations. The role focuses on service levels, QA, and escalation across channels, guiding agents and liaising with TSD leadership during shifts.

The ideal candidate has 3+ years in IT help desk, 1+ year in supervision in a contact center, and hands-on experience with ServiceNow and Amazon Connect. This on-site role requires U.S.