Tier I Shift Supervisor

Tier 1 Shift Supervisor

Chronos Operations, LLC is seeking a Tier 1 Shift Supervisor to provide real-time supervisory oversight for Customs and Border Protection (CBP) Technology Service Desk (TSD) Tier 1 operations. This role is responsible for ensuring service level objectives are met across all Tier 1 channels, providing on-shift leadership to agents, and acting as the primary liaison between frontline staff and TSD leadership during assigned shifts.

• Provide real-time supervisory oversight of Tier 1 agents during assigned shift.
• Monitor agent availability, productive status, and contact volume to ensure service delivery objectives are met.
• Ensure >=80% of calls/chats are answered within 60 seconds (Service Level AQL).
• Ensure >=90% email and self-service ticket processing within a 12-hour period.
• Monitor and drive First Contact Resolution (FCR) towards >=80% target.
• Identify and escalate operational events (volume spikes, wait time increases) per Operations Management SOP.
• Serve as on-shift liaison between Tier 1 agents and TSD leadership.
• Participate in major incident management, ensuring timely escalation to the Enterprise Operations Center (EOC).
• Monitor and manage Sensitive VIP customer escalations.
• Support development and deployment of alert messages for outages and known issues.
• Provide real-time coaching and guidance to agents on call handling, troubleshooting, and documentation.
• Ensure at least one supervisor is on duty for all shifts 24x7x365 and at each location.
• Other duties as assigned.

• High school diploma or equivalent.
• 2+ years of IT help desk or service desk experience.
• 1+ year of supervisory or team lead experience in a contact center environment.
• Must be available to support rotating shift, 24x7x365 coverage required.
• U.S. Citizenship required; must be able to pass CBP Background Investigation (BI).

Preferred Qualifications:

• Bachelor's degree in Business Administration, Information Technology, or related field preferred.
• Experience may be used in lieu of education
• HDI Support Center Team Lead or similar certification.
• ITIL Foundation certification.
• Experience with Service Now and Amazon Connect.
• Prior CBP or federal government help desk experience.
• Bilingual (English/Spanish) preferred.

Knowledge, Skills, and Abilities:

• Expertise in various tools like Microsoft Project, Service Now, and Amazon Connect.
• Ability to manage multiple tickets, meet SLA commitments, and maintain accurate documentation.
• Ability to work with internal teams and other agencies to resolve cross-functional IT needs.
• Ability to support rotating shift, 24x7x365 coverage.
• Excellent interpersonal communication, facilitation, and leadership skills to effectively coordinate teams and communicate with stakeholders.
• Proven ability to manage relationships with internal teams, external partners, vendors, and senior leadership.
• Strong written and verbal communication skills for technical documentation and stakeholder coordination.
• Excellent communication, leadership, and project management skills.
• Ability to work effectively in cross-functional teams and under senior analyst guidance.
• Ability to meet minimum clearance requirements.
• Ability to work nights, weekends, and holidays as required.
• Ability to travel 10%.

How you'll grow

At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there's always room to learn.

We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.

Benefits

At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.

Learn more about what working at Chenega MIOS can mean for you.

Chenega MIOS's culture

Our positive and supportive culture encourages our team members to do their best work every day. We celebrate…