Tier I Shift Supervisor

Req ID: 40803

Summary

Tier I Shift Supervisor

Remote

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employers core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!

Chronos Operations (CO) is a wholly-owned subsidiary of Chenega Corporation, an Alaska Native Corporation based in Anchorage, AK. Belonging to the Military, Intelligence, and Operations Support (MIOS) Strategic Business Unit (SBU), Chronos has a culture rooted in integrity, respect, and exceptional performance. Chronos is headquartered in Colorado Springs, CO, and provides mission-critical services in Advanced Analytics & AI, Software Engineering, Cybersecurity, Information Technology, and Intelligence.

Chronos Operations, LLC is seeking a Tier 1 Shift Supervisor to provide realtime 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 onshift leadership to agents, and acting as the primary liaison between frontline staff and TSD leadership during assigned shifts.

Responsibilities

• 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.

Qualifications

• 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:

• Bachelors 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 ServiceNow 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, ServiceNow, 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 youll 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 theres 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 MIOSs culture

Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.

Corporate citizenship

Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.

Learn more about Chenegas impact on the world.

Chenega MIOS News-

Tips from your Talent Acquisition Team

We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:

Chenega MIOS web site -

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#Chronos Operations, LLC

Teleworking Permitted?

Yes

Teleworking Details

Remote

Estimated Salary/Wage

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

Chenega Corporation and family of companies is an EOE.

Equal Opportunity Employer/Veterans/Disabled

Native preference under PL 93-638.

We participate in the E-Verify Employment Verification Program