Tier 2 Shift Supervisor

Chenega Corporation•UNAVAILABLE, Texas

12d•Remote

About The Position

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 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.

Requirements

High school diploma or equivalent.
3+ years of IT help desk or technical support experience.
1+ year of supervisory or team lead experience.
Strong technical knowledge of Windows OS, Active Directory, VPN, email systems, and mobile devices.
Experience with VPN technologies, remote access tools, and PIV/smart card authentication.
Must be available to support rotating shift, 24x7x365 coverage required.
U.S. Citizenship required; must pass CBP Background Investigation (BI).

Nice To Haves

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.
Expertise in various tools like Microsoft Project, ServiceNow and Amazon Connect.
Ability to manage multiple tickets, meeting SLA commitments, and maintaining 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 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%.

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 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.
Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success.
Other duties as assigned.