Tier I Shift Supervisor

Tier I Shift Supervisor

Remote

Currently seeking a Tier I Shift Supervisor to provide real‑time supervisory oversight for Customs and Border Protection (CBP) Technology Service Desk (TSD) Tier 1 operations.

• 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% of email and self‑service ticket processing within a 12‑hour period.
• Monitor and drive First Contact Resolution (FCR) towards ≥80% target.
• Identify and escape 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).

• 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.

• Expertise in tools such as 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%.

Yes

Remote

USD $75,000.00/Yr. Up to USD $80,000.00/Yr.