Remote Help Desk Supervisor – 24/7 Lead

Chenega Corporation; Orlando (FL); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Chenega MIOS is seeking a Help Desk Supervisor to provide real-time oversight for CBP Technology Service Desk operations across Tier I, II and ACE channels. You will lead on-shift staff, ensure SLA adherence, and drive performance improvements in a remote-friendly Orlando-based role.

The role requires U.S. Citizenship, ability to pass BI, and 3+ years in IT help desk. Remote work options are available with 24x7 coverage expectations.

Qualifications

• High school diploma or GED equivalent required.
• 3+ years of IT Help Desk or Service Desk experience required.

Responsibilities

• Provide real-time supervisory oversight of Helpdesk Tier I, II, and ACE agents during assigned shift.
• Monitor SLAs, KPAs, and performance metrics to ensure targets are met.
• Analyze dashboards to identify trends, mitigate risks, and drive improvements.
• Conduct QA reviews, ticket audits, and coaching to improve service quality.
• Ensure compliance with contractual deliverables and government processes.
• Coordinate escalation flow and warm transfers with Help Desk Specialists.
• Be on-shift liaison between agents and leadership; support major incident management.
• Provide real-time coaching on call handling, troubleshooting and documentation.
• Oversee onboarding/offboarding and ensure training and security requirements are met.

Skills

ServiceNow

Amazon Connect

Gemini AI platform

Education

Bachelor’s degree in Business Administration or IT

Tools

ServiceNow

Amazon Connect

Gemini AI platform

Job description

Chenega MIOS is seeking a Help Desk Supervisor to provide real-time oversight for CBP Technology Service Desk operations across Tier I, II and ACE channels. You will lead on-shift staff, ensure SLA adherence, and drive performance improvements in a remote-friendly Orlando-based role.

The role requires U.S. Citizenship, ability to pass BI, and 3+ years in IT help desk. Remote work options are available with 24x7 coverage expectations.