ACE ASD Shift Supervisor
Aretec Inc
Job Description
Job Description
ACE ASD Shift Supervisor
CBP Technology Service Desk (TSD)
Location: Remote
Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and holidays)
Employment Type: Full‑time
Clearance Requirement: CBP Background Investigation (Unclassified)
About Aretec
At Aretec, Inc. , we are catalysts for change within the federal government landscape. We specialize in advanced analytics, cybersecurity, data‑driven operations, and business optimization, enabling federal agencies to accomplish their most critical missions. As a trusted prime contractor, Aretec delivers innovative, compliant, and high‑impact solutions that support mission success.
Position Summary
Aretec 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. The ideal candidate brings strong supervisory experience, customer service leadership, and familiarity with ACE or trade‑focused support environments.
What You'll Do
- Provide real‑time supervisory oversight of ACE ASD agents during assigned shifts.
- Monitor ASD ticket processing to ensure ≥90% of tickets are resolved or escalated within 4 hours .
- Ensure ≥90% ASD resolution rate and ≥90% quality scores
Vacancy posted 28 days ago
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