[Hiring] ACE ASD Shift Supervisor @Chenega MIOS

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.
• Oversee service desk operations by monitoring ticket queues, ticket aging, escalations, and service level agreements (SLAs) to ensure timely resolution of customer issues.
• 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 Trade user community.
• Track and report ASD metrics for monthly reporting as well as supporting preparation of 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.
• Monitor daily staffing levels, employee attendance, schedules, breaks, and workload distribution to ensure adequate coverage across a 24x7 operation.
• Develop, maintain, and adjust employee work schedules based on operational requirements, staffing levels, holidays, and special requests.
• Monitor call center operations through Amazon Connect, including call activity, agent availability, AUX status, workload balancing, and customer wait times.
• Coordinate and manage incident escalations, customer complaints, system outages, and high-priority service requests through successful resolution.
• Conduct quality assurance reviews of service desk calls and tickets to ensure compliance with established procedures, documentation standards, and customer service expectations.
• Provide coaching, mentoring, performance feedback, and corrective action guidance to staff through ongoing monitoring and formal review processes.
• Support employee onboarding and offboarding activities, including account provisioning, systems access management, equipment coordination, and training readiness.
• Facilitate new hire training, knowledge transfer, cross-training initiatives, and staff development programs to improve operational effectiveness and service delivery.
• Approve leave requests, review timekeeping records, and ensure compliance with attendance and workforce management requirements.
• Prepare, review, and report operational metrics, performance data, quality scores, and service desk performance indicators to management and government stakeholders.
• Serve as a primary liaison between service desk personnel, management, government customers, and partner organizations to address operational issues and process improvements.
• Participate in contract management, operational readiness, program management reviews (PMRs), and stakeholder meetings to support service delivery objectives.
• Manage user account access, permissions, compliance reviews, and annual recertification activities across multiple enterprise systems.
• Provide after-hours support and operational oversight for critical incidents, escalations, and weekend staffing coverage as required.
• Other duties as assigned.

Qualifications

• High school diploma or equivalent.
• 2+ years of IT help desk or customer support experience.
• Experience with ACE system and trade processes.
• 1+ year of supervisory or team lead experience.
• 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.

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 needs.
• 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%.

Benefits

• Broad range of benefits offered.
• Positive and supportive culture encouraging team members to do their best work.
• Well-being programs and flexibility for healthy living.
• Opportunities for professional development and skill sharpening.