Remote Help Desk Supervisor - CBP TSD Ops Lead

Chenega MIOS SBU; Ashburn (VA); A distancia; USD 41.000 - 48.000; Jornada completa

Descripción de la vacante

Chenega MIOS is seeking a Help Desk Supervisor in Ashburn, VA with remote capability to oversee CBP TSD operations, ensuring SLA adherence, QA, and incident handling across Tier channels. You will guide agents, coordinate with TSD leadership, and drive continuous improvements in a fast-paced government contracting environment.

The role requires 3+ years of help desk experience, supervisory exposure, and the ability to work rotating shifts 24x7x365, including on-site equipment coordination and

Formación

• High school diploma or GED equivalent required.
• 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).

Responsabilidades

• Provide real-time supervisory oversight of Helpdesk Tier I, II and ACE agents during assigned shift.
• Monitor SLA, KPAs, and performance metrics.
• Analyze performance dashboards and metrics to identify trends and improvements.
• Conduct quality assurance reviews, ticket audits, and coaching sessions.
• Ensure compliance with contractual deliverables and government processes.
• Participate in operational meetings, readiness reviews, and improvement initiatives.
• Monitor agent availability, productive status, and contact volume.
• Ensure 80% of calls within 60 seconds; 90% emails within 12 hours; 90% ASD tickets resolved or escalated within 4 hours.
• Drive First Contact Resolution to 80%.
• Coordinate with Help Desk Specialists on escalation flow.
• Serve as on-shift liaison between Helpdesk agents and TSD leadership.
• Participate in major incident management and escalation to EOC.
• Monitor sensitive VIP escalations.
• Support development and deployment of alert messages.
• Provide real-time coaching on call handling.
• Support onboarding/offboarding and training compliance.
• Ability to independently make decisions and solve problems.
• Coordinate Government-Furnished Equipment onsite.
• Ensure at least one supervisor on duty 24x7x365 at each location.
• Other duties as assigned.

Conocimientos

Supervisory experience

ServiceNow

Amazon Connect

Gemini AI

Leadership

Educación

High school diploma or GED

Bachelor's degree preferred

Herramientas

ServiceNow

Amazon Connect

Gemini AI

Descripción del empleo

Chenega MIOS is seeking a Help Desk Supervisor in Ashburn, VA with remote capability to oversee CBP TSD operations, ensuring SLA adherence, QA, and incident handling across Tier channels. You will guide agents, coordinate with TSD leadership, and drive continuous improvements in a fast-paced government contracting environment.

The role requires 3+ years of help desk experience, supervisory exposure, and the ability to work rotating shifts 24x7x365, including on-site equipment coordination and