Remote Help Desk Supervisor—24/7 Operations Leader

Chenega Corporation; Houston (TX); Hybrid; USD 85,000 - 110,000; Full time

Job summary

Chenega MIOS is seeking a Help Desk Supervisor to provide real-time supervisory oversight for CBP Technology Service Desk Tier I, II and ACE operations. This role ensures service levels, quality assurance and resolution objectives are met across all Tier channels, serving as on‑shift liaison between frontline staff and TSD leadership during assigned shifts.

The position requires 3+ years in IT help desk or service desk, 1+ year supervisory experience, and experience with ServiceNow, Amazon

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.
• Must be able to report onsite, as required, to support GFE issuance and retrieval.
• Successfully pass background and drug screening.
• U.S. Citizenship required; must pass CBP BI.

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 or exceeded.
• Analyze performance dashboards to identify trends and drive improvements.
• Conduct quality assurance reviews, ticket audits, and coaching sessions to improve service quality.
• Ensure compliance with contractual deliverables and government processes.
• Coordinate escalation flow and warm transfers with Help Desk Specialists.
• Serve as on-shift liaison between agents and TSD leadership.
• Participate in major incident management and escalation to EOC.
• Support onboarding and training activities for new hires.

Skills

IT help desk experience

Supervisory experience

ServiceNow

Amazon Connect

Gemini AI

Education

High school diploma or GED

Bachelor’s degree preferred

Tools

Microsoft Project

ServiceNow

Amazon Connect

Gemini AI

Job description

Chenega MIOS is seeking a Help Desk Supervisor to provide real-time supervisory oversight for CBP Technology Service Desk Tier I, II and ACE operations. This role ensures service levels, quality assurance and resolution objectives are met across all Tier channels, serving as on‑shift liaison between frontline staff and TSD leadership during assigned shifts.

The position requires 3+ years in IT help desk or service desk, 1+ year supervisory experience, and experience with ServiceNow, Amazon