Help Desk Supervisor (Tier I/II)

About the role

The Help Desk Supervisor will provide real‑time supervisory oversight for Customs and Border Protection (CBP) Technology Service Desk (TSD) Tier I, II, and ACE operations. Working remotely from the Orlando, FL metro area, you will ensure service levels, quality standards, and resolution targets are consistently met while acting as the primary liaison between frontline agents and TSD leadership.

Key responsibilities

• Supervise Help Desk agents on Tier I, II, and ACE during assigned shifts.
• Monitor and enforce Service Level Agreements (SLAs), Key Performance Areas (KPAs), and other performance metrics.
• Analyze dashboards and operational data to identify trends, mitigate risks, and drive continuous improvements.
• Conduct quality‑assurance reviews, ticket audits, and coaching sessions to enhance technical accuracy and customer service.
• Ensure compliance with contractual deliverables, reporting requirements, and government‑directed processes.
• Participate in operational meetings, readiness reviews, and improvement initiatives.
• Track agent availability, productivity, and contact volume to meet service delivery objectives.
• Maintain target response times for calls, chats, emails, and tickets as defined in the SLA.
• Escalate operational events such as volume spikes or increased wait times according to SOPs.
• Serve as the on‑shift liaison between Help Desk agents and TSD leadership.

Required profile

• Proven experience supervising Tier I/II help desk or technical support teams.
• Strong understanding of SLAs, KPAs, and performance‑metric monitoring.
• Ability to analyze performance data and implement process improvements.
• Experience conducting quality‑assurance reviews and providing coaching.
• Familiarity with government or contract‑based service environments.
• Effective communication skills for liaison duties between agents and leadership.

Required skills