Tier I Shift Supervisor

Overview: **Tier I Shift Supervisor** **Remote** Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence \& Operations Support (MIOS) could be the place for you! Join our team of professionals who support large\-scale government operations by leveraging cutting\-edge technology and take your career to the next level! Chronos Operations (CO) is a wholly\-owned subsidiary of Chenega Corporation, an Alaska Native Corporation based in Anchorage, AK. Belonging to the Military, Intelligence, and Operations Support (MIOS) Strategic Business Unit (SBU), Chronos has a culture rooted in integrity, respect, and exceptional performance. Chronos is headquartered in Colorado Springs, CO, and provides mission\-critical services in Advanced Analytics \& AI, Software Engineering, Cybersecurity, Information Technology, and Intelligence. Chronos Operations, LLC 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. Responsibilities: * Provide real\-time supervisory oversight of Tier 1 agents during assigned shift. * Monitor agent availability, productive status, and contact volume to ensure service delivery objectives are met. * Ensure \>\=80% of calls/chats are answered within 60 seconds (Service Level AQL). * Ensure \>\=90% email and self\-service ticket processing within a 12\-hour period. * Monitor and drive First Contact Resolution (FCR) towards \>\=80% target. * Identify and escalate operational events (volume spikes, wait time increases) per Operations Management SOP. * Serve as on\-shift liaison between Tier 1 agents and TSD leadership. * Participate in major incident management, ensuring timely escalation to the Enterprise Operations Center (EOC). * Monitor and manage Sensitive VIP customer escalations. * Support development and deployment of alert messages for outages and known issues. * Provide real\-time coaching and guidance to agents on call handling, troubleshooting, and documentation. * Ensure at least one supervisor is on duty for all shifts 24x7x365 and at each location. * Other duties as assigned. Qualifications: * High school diploma or equivalent. * 2\+ years of IT help desk or service desk experience. * 1\+ year of supervisory or team lead experience in a contact center environment. * + Must be available to support rotating shift, 24x7x365 coverage required. * U.S. Citizenship required; must be able to pass CBP Background Investigation (BI). **Preferred Qualifications:*** Bachelor’s degree in