ACE ASD Shift Supervisor

Aretec Inc

1d • Remote

About The Position

Aretec is seeking an ACE ASD Shift Supervisor to provide real-time supervisory oversight for the ACE Account Service Desk (ASD) under the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role ensures ASD service levels, quality standards, and resolution targets are met while coordinating bilingual coverage and serving as a key liaison between ASD agents, Tier 1 operations, and ACE stakeholders. The ideal candidate brings strong supervisory experience, customer service leadership, and familiarity with ACE or trade-focused support environments.

Requirements

• Minimum 2 years of experience in IT help desk or customer support environments.
• Minimum 1 year of supervisory or team lead experience.
• Strong communication, leadership, and interpersonal skills.
• Ability to work rotating shifts, including nights, weekends, and holidays.
• Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).

Nice To Haves

• Bilingual (English/Spanish) proficiency.
• Experience supporting the ACE system and trade-related business processes.
• HDI Support Center Team Lead certification.
• Prior CBP or DHS supervisory experience.
• Experience using ServiceNow for ticket and performance management.

Responsibilities

• Provide real-time supervisory oversight of ACE ASD agents during assigned shifts.
• Monitor ASD ticket processing to ensure ">="90% of tickets are resolved or escalated within 4 hours.
• Ensure ">="90% ASD resolution rate and ">="90% quality scores on reviewed interactions.
• Coordinate with Tier 1 Shift Supervisors on ACE-related escalation flow and warm-transfer procedures.
• Manage and ensure adequate bilingual (English/Spanish) coverage for the Trade user community.
• Track, analyze, and report ASD performance metrics for operational and monthly reporting.
• Support preparation and delivery of the Monthly ASD Report.
• Provide coaching, mentoring, and guidance to ASD agents to improve performance and customer experience.
• Coordinate with ACE stakeholders regarding system changes, maintenance windows, and training activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 1-10 employees