Remote Help Desk Supervisor – 24x7 Operations Lead

Chenega Corporation; Ashburn, Northern (VA, KY); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Chronos Operations, LLC in Ashburn, VA (Remote) seeks a Help Desk Supervisor to lead CBP Technology Service Desk Tier I, II and ACE operations. You will ensure SLAs are met, while coaching staff and maintaining quality across all channels.

Join a rapidly evolving government contracting team and contribute to mission success with real-time oversight and escalation management. 24x7 coverage and on-site GFE coordination are required.

Qualifications

• 3+ years of IT help desk or Service Desk experience required.
• Experience with ServiceNow.
• Experience with Amazon Connect.
• Experience with Gemini, an AI platform.
• 1+ year of Supervisory or Team Lead experience in a Contact Center environment required.
• Must be available to support rotating shift; 24x7x365 coverage required.
• 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, KPAs, and performance metrics are achieved or exceeded.
• Analyze performance dashboards and operational metrics to identify trends and mitigate risks.
• Conduct regular quality assurance reviews, ticket audits, and coaching sessions to improve customer service and accuracy.
• Ensure compliance with contractual deliverables and government processes.
• Participate in operational meetings and continuous improvement initiatives.
• Monitor agent availability, productivity, and contact volume to meet service delivery objectives.
• Coordinate with Help Desk Specialists on escalation flow and warm transfers.
• Serve as on-shift liaison between Helpdesk agents and TSD leadership.
• Participate in major incident management and escalation to EOC.
• Mentor, coach, and develop Help Desk personnel.
• Support onboarding and offboarding and security requirements.

Skills

ServiceNow

Amazon Connect

Gemini AI

Supervisory

24x7 coverage

Education

High school diploma or GED

Bachelor’s degree preferred

Tools

Microsoft Project

ServiceNow

Amazon Connect

Job description

Chronos Operations, LLC in Ashburn, VA (Remote) seeks a Help Desk Supervisor to lead CBP Technology Service Desk Tier I, II and ACE operations. You will ensure SLAs are met, while coaching staff and maintaining quality across all channels.

Join a rapidly evolving government contracting team and contribute to mission success with real-time oversight and escalation management. 24x7 coverage and on-site GFE coordination are required.