ACE ASD Shift Supervisor

Overview ACE ASD Shift Supervisor Remote Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level! Chronos Operations, LLC 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. Responsibilities Provide real-time supervisory oversight of ACE Account Service Desk (ASD) agents during assigned shift. Monitor ASD ticket processing to ensure >=90% resolved or escalated within 4 hours. Ensure >=90% ASD resolution rate and >=90% quality score. Coordinate with Tier 1 supervisors on ACE-related escalation flow. Manage bilingual (English/Spanish) coverage for the Trade user community. Track and report ASD metrics for monthly reporting. Support preparation of the Monthly ASD Report. Provide coaching and guidance to ASD agents. Coordinate with ACE stakeholders on system changes, maintenance windows, and training. 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. Qualifications High school diploma or equivalent. 2+ years of IT help desk or customer support experience. 1+ year of supervisory or team lead experience. Experience with ACE system and trade processes. Must be available to support rotating shift, 24x7x365 coverage required. S. Citizenship required; must be able to pass CBP Background Investigation (BI). Preferred Qualifications: Associate's degree in Business Administration, Information Technology or related field preferred. Experience may be used in lieu of education. Bilingual (English/Spanish) preferred. HDI Support Center Team Lead certification. Prior CBP or DHS supervisory experience. Experience with ServiceNow. Knowledge, Skills and Abilities: Expertise in various tools like Microsoft Project, ServiceNow and Amazon Connect. Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success. Ability to manage multiple tickets, meeting SLA commitments, and maintaining accurate documentation. Ability to work with internal teams and other agencies to resolve cross‑functional IT need. Ability to support rotating shift, 24x7x365 coverage. 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%. Estimated Salary/Wage USD $38.00/Hr. Up to USD $40.00/Hr. #J-18808-Ljbffr Chenega Corporation