Remote Help Desk Supervisor — 24/7 IT Support Lead

Chenega MIOS SBU; Houston (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Chenega MIOS SBU is seeking a Help Desk Supervisor to provide real-time supervision for Customs and Border Protection (CBP) Technology Service Desk Tier I, II and ACE operations. The role requires on-site reporting for GFE issuance and retrieval and oversees shift performance.

The candidate will coach agents, monitor SLAs and metrics, and drive continuous improvement while supporting rotating shifts and cross-functional collaboration with leadership.

Qualifications

• High school diploma or GED equivalent.
• 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.
• Must be able to report onsite to support Government‑Furnished Equipment (GFE) issuance and retrieval.
• Successfully pass background and drug screening.
• U.S. Citizenship required; must be able to pass CBP Background Investigation (BI).

Responsibilities

• Provide real-time supervisory oversight of Helpdesk Tier I, II and ACE agents during assigned shift.
• Monitor team performance to ensure SLAs and KPAs are met.
• Analyze performance dashboards to identify trends and risks; implement improvements.
• Conduct QA reviews, ticket audits, and coaching to improve service quality.
• Ensure compliance with contractual Deliverables and gov't processes.
• Coordinate escalation flow and warm transfers with Help Desk Specialists.
• Serve as on-shift liaison between agents and TSD leadership.
• Participate in incident management and major issue escalations.
• Manage on-site issuance and retrieval of GFE equipment.
• Maintain 24x7x365 supervisory coverage at all locations.

Education

Bachelor's degree in Business Administration, Information Technology or related field

Tools

ServiceNow

Amazon Connect

Gemini AI platform

Job description

Chenega MIOS SBU is seeking a Help Desk Supervisor to provide real-time supervision for Customs and Border Protection (CBP) Technology Service Desk Tier I, II and ACE operations. The role requires on-site reporting for GFE issuance and retrieval and oversees shift performance.

The candidate will coach agents, monitor SLAs and metrics, and drive continuous improvement while supporting rotating shifts and cross-functional collaboration with leadership.