ACE ASD Shift Supervisor

Role Description

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.

• 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.
• U.S. Citizenship required; must be able to pass CBP Background Investigation (BI).

Requirements

• 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.

Benefits

• Opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world.
• On-the-job learning experiences and formal development programs.
• Positive and supportive culture encouraging team members to do their best work every day.
• Well-being programs and flexibility to make daily choices for a healthy, centered, and confident life.
• Focus on education, giving, skill-based volunteerism, and leadership to drive positive social impact in communities.