Help Desk Supervisor

Chronos Operations, LLC•Ft Sam Houston, TX

12d•Remote

About The Position

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

Requirements

High school diploma or GED equivalent.
3+ years of IT help desk or service desk experience.
1+ year of supervisory or team lead experience in a contact center environment.
Experience with ServiceNow.
Experience with Amazon Connect.
Experience with Gemini, AI platform.
Must be able to report onsite, as required, to support the issuance of Government-Furnished Equipment (GFE) to new employees and the retrieval of GFE from terminated or departing personnel.
Successfully pass background and drug screening
U.S. Citizenship required; must be able to pass CBP Background Investigation (BI).

Nice To Haves

Bachelor’s degree in Business Administration, Information Technology or related field preferred.
HDI Support Center Team Lead or similar certification.
ITIL Foundation certification.
Experience with AI tools
Prior CBP or federal government Help Desk experience.

Responsibilities

Provide real-time supervisory oversight of Helpdesk Tier I, II and ACE agents during assigned shift.
Monitor team performance to ensure all Service Level Agreements (SLAs), Key Performance Areas (KPAs), and performance metrics are consistently achieved or exceeded.
Analyze performance dashboards and operational metrics to identify trends, mitigate risks, and implement continuous process improvements.
Conduct regular quality assurance reviews, ticket audits, and coaching sessions to improve customer service, technical accuracy, and adherence to standard operating procedures.
Ensure compliance with all contractual deliverables, reporting requirements, and government-directed processes.
Participate in operational meetings, readiness reviews, and continuous improvement initiatives to support mission success.
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 12-hour period.
Monitor ASD ticket processing to ensure >=90% resolved or escalated within 4 hours.
Monitor and drive First Contact Resolution (FCR) towards >=80% target.
Identify and escalate operational events (volume spikes, wait time increases) per Operations Management SOP.
Coordinate with Help Desk Specialists on escalation flow and warm transfers.
Serve as on-shift liaison between Helpdesk agents and TSD leadership.
Participate in major incident management, ensuring timely escalation to 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.
Support onboarding and offboarding activities, including ensuring personnel complete all required training, security requirements, and equipment accountability processes.
Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success.
Responsible for onsite coordination of Government-Furnished Equipment (GFE), including issuing equipment to new hires and recovering equipment from separating employees.
Ensure at least one supervisor is on duty for all shifts 24x7x365 and at each location.
Other duties as assigned.