Tier 2 Shift Supervisor

Role Description

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.

• 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.

Qualifications

• 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).

Requirements

• 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.

Benefits

• Opportunities for professional development and career growth.
• Well-being programs and a supportive culture.
• Flexibility to make daily choices for a healthy work-life balance.
• Focus on education, giving, skill-based volunteerism, and leadership for positive social impact.