Tier I Shift Supervisor

Tier I Shift Supervisor

CBP Technology Service Desk (TSD)

Location: Ashburn, VA / Orlando, FL / San Antonio, TX - Primarily remote (must reside within commuting distance of one location)

Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and holidays)

Employment Type: Full‑time

Clearance Requirement: CBP Background Investigation (Unclassified)

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 a Tier 1 Shift Supervisor to provide real‑time supervisory oversight for Customs and Border Protection (CBP) Technology Service Desk (TSD) Tier 1 operations. This role is responsible for ensuring service level objectives are met across all Tier 1 channels, providing on‑shift leadership to agents, and acting as the primary liaison between frontline staff and TSD leadership during assigned shifts. The ideal candidate is an experienced contact‑center leader with strong operational awareness and a hands‑on supervisory approach.

What You'll Do

• Provide real‑time supervisory oversight of Tier 1 agents during assigned shifts.

• Monitor agent availability, productivity, and contact volumes to ensure service delivery objectives are consistently met.

• Ensure ≥80% of calls and chats are answered within 60 seconds in accordance with Service Level AQL requirements.

• Ensure ≥90% of email and self‑service tickets are processed within a 12‑hour period.

• Monitor and drive First Contact Resolution (FCR) performance toward the ≥80% target.

• Identify and escalate operational events, including volume spikes and increased wait times, in accordance with the Operations Management SOP.

• Serve as the on‑shift liaison between Tier 1 agents and TSD leadership.

• Participate in major incident management activities and ensure timely escalation to the Enterprise Operations Center (EOC).

• Monitor and manage sensitive or VIP customer escalations.

• Support development and dissemination of alert messages related to outages and known issues.

• Provide real‑time coaching and guidance to agents on call handling, troubleshooting techniques, and ticket documentation.

• Ensure at least one supervisor is on duty at all times across all locations to support 24x7 operations.

Required Qualifications

• Minimum 2 years of experience in an IT help desk or service desk environment.

• Minimum 1 year of supervisory or team lead experience in a contact center or service desk setting.

• Strong verbal and written communication skills with the ability to lead and influence teams.

• Ability to work rotating shifts, including nights, weekends, and holidays.

• Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).

Preferred Qualifications

• HDI Support Center Team Lead or similar certification.

• ITIL Foundation certification.

• Experience using ServiceNow and Amazon Connect.

• Prior CBP or federal government help desk experience.

• Bilingual (English/Spanish) proficiency preferred.

Why Join Aretec

• Lead frontline operations supporting a mission‑critical CBP environment.

• Play a key role in maintaining service levels and customer satisfaction.

• Work closely with operations leadership and enterprise stakeholders.

• Competitive compensation and benefits, including:

• Health, Dental, and Vision Insurance

• 401(k) with Employer Match

• Paid Time Off and Holidays

• Training and Certification Support

Equal Opportunity Employer

Aretec, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other protected status.