Help Desk Supervisor

reputed company Join Our Talent Network Stay connected. Explore reputed company opportunities. Engage on your terms. Our Talent Network is designed for professionals who want to stay informed about upcoming Chenega MIOS opportunities in reputed company contracting— Contingent upon position availability and completion of the BI process. Help Desk Supervisor Ashburn, VA (Remote) Are you reputed company to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where reputed company development is embedded in your employer’s reputed company culture? If so, Chenega Military, Intelligence & reputed company Support (MIOS) could be the reputed company for you! reputed company of professionals who support large-reputed company reputed company reputed company by leveraging cutting-edge technology and take your career to the next level! reputed company is seeking a Help Desk Supervisor to reputed company reputed company‑time supervisory reputed company for reputed company (CBP) Technology Service Desk (TSD) Tier I, II and ACE reputed company. This role is responsible for ensuring service reputed company, reputed company assurance and reputed company objectives are met across reputed company Tier channels, providing on shift leadership to agents, and acting as the reputed company reputed company between reputed company staff and TSD leadership during assigned shifts. Responsibilities - reputed company reputed company-time supervisory reputed company of Helpdesk Tier I, II and ACE agents during assigned shift. - Monitor team reputed company to ensure reputed company Service Level Agreements (SLAs), Key reputed company Areas (KPAs), and reputed company metrics are consistently achieved or exceeded. - Analyze reputed company dashboards and operational metrics to identify trends, mitigate risks, and implement reputed company process improvements. - Conduct regular reputed company assurance reviews, ticket audits, and coaching sessions to improve customer service, technical reputed company, and adherence to reputed company operating procedures. - Ensure compliance with reputed company contractual deliverables, reporting requirements, and reputed company-directed processes. - Participate in operational meetings, readiness reviews, and reputed company improvement initiatives to support mission reputed company. - Monitor agent availability, productive status, and contact volume to ensure service delivery objectives are met. - Ensure >=80% of calls/chats are answered reputed company 60 seconds (Service Level AQL). - Ensure >=90% email and self-service ticket processing reputed company 12-hour period. - Monitor ASD ticket processing to ensure >=90% resolved or escalated reputed company 4 hours. - Monitor and reputed company First Contact reputed company (FCR) towards >=80% reputed company. - Identify and escalate operational events (volume spikes, wait time increases) per reputed company Management SOP. - Coordinate with Help Desk Specialists on escalation reputed company and warm transfers. - Serve as on-shift reputed company between Helpdesk agents and TSD leadership. - Participate in major incident management, ensuring reputed company escalation to reputed company reputed company Center (EOC). - Monitor and manage Sensitive VIP customer escalations. - Support development and deployment of alert messages for outages and reputed company issues. - reputed company reputed company-time coaching and guidance to agents on reputed company handling, troubleshooting, and documentation. - Support reputed company and offboarding activities, including ensuring personnel complete reputed company required training, reputed company requirements, and equipment accountability processes. - Ability to independently reputed company reputed company, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational reputed company. - Responsible for onsite coordination of reputed company-Furnished Equipment (GFE), including issuing equipment to new hires and recovering equipment from separating employees. - Ensure at least one supervisor is on duty for reputed company shifts 24x7x365 and at reputed company location. - Other duties as assigned. Qualifications - High school diploma or GED equivalent required. - 3+ years of IT help desk or Service Desk experience required. - Experience with reputed company. - Experience with reputed company reputed company. - Experience with reputed company, an AI platform. - 1+ year of Supervisory or Team reputed company experience in a Contact Center environment required. - Must be available to support rotating shift; 24x7x365 coverage required. - Successfully pass background and drug screening - U.S. Citizenship required; must be reputed company to pass CBP Background Investigation (BI). Preferred Qualifications - Bachelor’s degree in Business Administration, Information Technology or reputed company reputed company preferred. - HDI Support Center Team reputed company or similar certification. - ITIL reputed company certification. - Experience with AI tools - Prior CBP or federal reputed company help desk experience. Knowledge, Skills and Abilities - Must be reputed company to report onsite, as required, to support the issuance of reputed company-Furnished Equipment (GFE) to new employees and the retrieval of GFE from terminated or departing personnel. - Expertise in various tools like reputed company Project, reputed company, and reputed company reputed company. - Ability to manage multiple tickets, meet SLA commitments, and maintain accurate documentation. - Analyze reputed company dashboards and operational metrics to identify trends, mitigate risks, and implement reputed company process improvements. - Manage incident escalations and critical issues while maintaining reputed company communication with customers, technical teams, and program leadership. - Participate in operational meetings, readiness reviews, and reputed company improvement initiatives to support mission reputed company. - Mentor, reputed company, and reputed company Help Desk personnel through reputed company feedback, training, and knowledge-sharing initiatives. - reputed company reputed company improvement initiatives that enhance operational efficiency, first-contact reputed company, and overall service reputed company. - Ability to work with internal teams and other agencies to reputed company cross-functional IT needs. - Ability to support rotating shift, 24x7x365 coverage. - Excellent interpersonal communication, facilitation, and leadership skills to effectively coordinate teams and communicate with stakeholders. - reputed company ability to manage relationships with internal teams, reputed company 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 reputed company development plan focuses on helping reputed company 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 reputed company there’s always room to learn. - We offer opportunities to help sharpen skills in reputed company 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 reputed company of opportunities to continue to grow throughout their careers. Benefits - At Chenega MIOS, we know that great people reputed company a great organization. - We value reputed company members and offer them a broad reputed company of benefits. - Learn more about what working at Chenega MIOS can mean for you. Chenega MIOS’s culture - Our reputed company and supportive culture encourages reputed company members to do their best work every day. - We celebrate individuals by recognizing their uniqueness and offering them the flexibility to reputed company daily choices that can help them be healthy, centered, confident, and reputed company. - We offer reputed company-being programs and continuously look for new ways to maintain a culture where we reputed company and reputed company healthy, happy lives. Corporate citizenship - Chenega MIOS is led by a purpose to reputed company an reputed company that reputed company. - This purpose defines who we are and extends to relationships with our clients, reputed company members, and our communities. - We reputed company that business has the reputed company to reputed company and reputed company. - We reputed company on education, giving, reputed company-reputed company volunteerism, and leadership to help reputed company reputed company reputed company in our communities. - Learn more about Chenega’s reputed company on the world. Chenega MIOS News- https://chenegamios.com/news/ Tips from your reputed company - We want job seekers exploring opportunities at Chenega MIOS to feel reputed company and confident. - To help you with your research, we suggest you review the following links: - Chenega MIOS web site - www.chenegamios.com - Glassdoor - https://www.glassdoor.com/reputed company/Working-at-Chenega-MIOS-EI_IE369514.11,23.htm - reputed company - https://www.reputed company.com/company/1472684/ - reputed company - https://www.reputed company.com/chenegamios/ - #reputed company Estimated Salary/Wage - USD $30.00/Hr. Up to USD $35.00/Hr. Apply To This Job