Tier II Shift Supervisor

Job Summary

A company is looking for a Tier II Shift Supervisor (Advanced Support).

Key Responsibilities

• Provide real-time supervisory oversight of Tier II Advanced Support agents during assigned shifts
• Monitor ticket queues and service levels to ensure timely resolution and quality targets are met
• Coordinate with Tier 1 Shift Supervisors and escalate complex issues to higher support teams

Required Qualifications

• Minimum 3 years of experience in IT help desk or technical support environments
• Minimum 1 year of supervisory or team lead experience
• Strong technical knowledge of Windows OS, Active Directory, VPN technologies, email systems, and mobile devices
• Ability to work rotating shifts, including nights, weekends, and holidays
• Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation