Tier I Shift Supervisor

Aretec Inc

1d•Remote

About The Position

Aretec is seeking a Tier 1 Shift Supervisor to provide real-time 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 on-shift leadership to agents, and acting as the primary liaison between frontline staff and TSD leadership during assigned shifts. The ideal candidate is an experienced contact-center leader with strong operational awareness and a hands-on supervisory approach.

Requirements

Minimum 2 years of experience in an IT help desk or service desk environment.
Minimum 1 year of supervisory or team lead experience in a contact center or service desk setting.
Strong verbal and written communication skills with the ability to lead and influence teams.
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

HDI Support Center Team Lead or similar certification.
ITIL Foundation certification.
Experience using ServiceNow and Amazon Connect.
Prior CBP or federal government help desk experience.
Bilingual (English/Spanish) proficiency preferred.

Responsibilities

Provide real-time supervisory oversight of Tier 1 agents during assigned shifts.
Monitor agent availability, productivity, and contact volumes to ensure service delivery objectives are consistently met.
Ensure ">="80% of calls and chats are answered within 60 seconds in accordance with Service Level AQL requirements.
Ensure ">="90% of email and self-service tickets are processed within a 12-hour period.
Monitor and drive First Contact Resolution (FCR) performance toward the ">="80% target.
Identify and escalate operational events, including volume spikes and increased wait times, in accordance with the Operations Management SOP.
Serve as the on-shift liaison between Tier 1 agents and TSD leadership.
Participate in major incident management activities and ensure timely escalation to the Enterprise Operations Center (EOC).
Monitor and manage sensitive or VIP customer escalations.
Support development and dissemination of alert messages related to outages and known issues.
Provide real-time coaching and guidance to agents on call handling, troubleshooting techniques, and ticket documentation.
Ensure at least one supervisor is on duty at all times across all locations to support 24x7 operations.