Remote Tier I Shift Supervisor - Tech Desk CBP

Aretec, Inc.; Ashburn (VA); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Health, Dental, and Vision Insurance

401(k) with Employer Match

Paid Time Off and Holidays

Training and Certification Support

Job summary

Aretec, Inc. is looking for a Tier I Shift Supervisor to lead Tier 1 operations for the CBP Technology Service Desk. This role ensures service level objectives are met, provides real-time supervisory oversight, and acts as a liaison between agents and leadership. Ideal candidates will have at least 2 years in an IT help desk environment and 1 year in a supervisory role. Competitive compensation includes health benefits and 401(k) matching.

Qualifications

• Minimum 2 years of experience in IT help desk or service desk environment.
• Minimum 1 year of supervisory experience in a contact center.
• Ability to work rotating shifts, including nights, weekends, and holidays.
• Sole U.S. citizenship required and ability to pass a CBP Background Investigation.

Responsibilities

• Provide real-time supervisory oversight of Tier 1 agents during assigned shifts.
• Monitor agent availability and productivity to meet service delivery objectives.
• Liaise between Tier 1 agents and TSD leadership during shifts.
• Provide real-time coaching and guidance to agents.

Skills

Supervisory experience

Verbal communication

Written communication

Problem-solving

Customer service

Tools

ServiceNow

Amazon Connect

Job description

Aretec, Inc. is looking for a Tier I Shift Supervisor to lead Tier 1 operations for the CBP Technology Service Desk. This role ensures service level objectives are met, provides real-time supervisory oversight, and acts as a liaison between agents and leadership. Ideal candidates will have at least 2 years in an IT help desk environment and 1 year in a supervisory role. Competitive compensation includes health benefits and 401(k) matching.