Remote Help Desk Supervisor – CBP Tech Desk Lead

Chenega Agile Real Time Solutions, LLC; Terrell Hills (TX); On-site; USD 70,000 - 110,000; Full time

Job summary

Chronos Operations, LLC is seeking a Help Desk Supervisor to provide real-time supervisory oversight for CBP Technology Service Desk (TSD) Tier I, II and ACE operations. The role ensures service levels and quality across channels while leading on-shift staff and coordinating with TSD leadership.

The position requires onsite presence for GFE issuance, background screening, and 24x7x365 shift coverage, with potential remote work options in a flexible government contract environment.

Qualifications

• IT help desk or service desk experience demonstrated.
• Supervisory or team lead experience in a contact center.
• Experience with ServiceNow, Amazon Connect, and Gemini AI.
• US citizenship and ability to pass BI/background checks.
• Must report onsite to issue Government-Furnished Equipment (GFE).
• Background and drug screening required.

Responsibilities

• Provide real-time supervisory oversight of Helpdesk Tier I, II and ACE agents during assigned shift.
• Ensure SLAs, KPAs and performance metrics are achieved.
• Coordinate escalation flow and warm transfers with Help Desk Specialists.
• Act as on-shift liaison between Helpdesk agents and TSD leadership.
• Participate in major incident management and readiness reviews.
• Monitor GFE issuance and recovery for new hires and separating personnel.

Skills

IT help desk

Supervisory experience

Team leadership

Communication skills

Education

Bachelor's degree in IT or related field

High school diploma or GED

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 Technology Service Desk (TSD) Tier I, II and ACE operations. The role ensures service levels and quality across channels while leading on-shift staff and coordinating with TSD leadership.

The position requires onsite presence for GFE issuance, background screening, and 24x7x365 shift coverage, with potential remote work options in a flexible government contract environment.