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 employer’s 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, LLC is seeking a Tier 2 Shift Supervisor to provide real-time supervisory oversight for Tier II operations supporting the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role is responsible for ensuring Tier II service levels, quality targets, and resolution objectives are met, while providing technical guidance and leadership to Advanced Support agents.
Responsibilities:
Provide real-time supervisory oversight of Tier II Advanced Support agents during assigned shift.
Monitor ticket queue processing times to ensure >=90% of tickets are resolved or escalated within 4 hours.
Monitor service level to ensure >=80% of transferred calls/chats answered within 60 seconds.
Ensure >=90% Tier II resolution rate.
Track and ensure >=90% quality score on reviewed interactions.
Coordinate with Tier 1 supervisors on escalation flow and warm transfers.
Escalate complex issues to next-level support teams and third-party vendors.
Provide real-time coaching and technical guidance to Tier II agents.
Report operational status and staffing issues to Operations Manager.
Other duties as assigned.
Qualifications:
High school diploma or equivalent.
Minimum 3 years of IT help desk or technical support experience.
Minimum 1 year of supervisory or team lead experience.
Strong technical knowledge of Windows OS, Active Directory, VPN, email systems, and mobile devices.
Must be available to support rotating shift, 24x7x365 coverage required.
U.S. Citizenship required; must 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 certification.
ITIL Foundation certification.
CompTIA A+, Network+, or Security+ certification.
Experience with ServiceNow and Amazon Connect.
Prior CBP or DHS Tier II supervisory experience.
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 identify and resolve IT issues quickly, following escalation protocol.
Ability to work with internal teams and other agencies to resolve cross-functional IT needs
Ability to support rotating shift, 24x7x365 coverage required.
Ability to analyze customer feedback and performance metrics to drive continuous improvement.
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 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 Chenega’s impact on the world.
Chenega MIOS News- https://chenegamios.com/news/
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