Tier 1 Shift Supervisor

Job Summary

A company is looking for a Tier I Shift Supervisor to oversee operations at the Customs and Border Protection Technology Service Desk.

Key Responsibilities

• Provide real-time supervisory oversight of Tier 1 agents during assigned shifts
• Monitor agent performance and ensure service delivery objectives are met
• Act as the liaison between Tier 1 agents and TSD leadership, managing escalations and incidents

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 setting
• Sole U.S. citizenship required, with the ability to pass a CBP Background Investigation
• Ability to work rotating shifts, including nights, weekends, and holidays