Help Desk Supervisor

Job overview

The Help Desk Supervisor role is described as remote in Orlando, FL, with onsite reporting required as needed to issue and retrieve government-furnished equipment. Compensation is not specified. The position supports the Customs and Border Protection Technology Service Desk Tier I, II, and ACE operations through Chronos Operations, LLC and Chenega MIOS. The supervisor provides real-time shift leadership, monitors service levels and quality, and coordinates escalations between agents and service desk leadership. The role supports reliable government technology services through coaching, performance monitoring, incident response, and process improvement.

What you'll do

• Supervise Tier I, II, and ACE agents during assigned shifts
• monitor service levels, performance metrics, and agent availability
• review tickets and coach staff
• ensure contractual and reporting compliance
• coordinate escalations and incident management
• support onboarding and equipment accountability
• maintain 24/7/365 supervisory coverage across shifts and locations.

What we're looking for

Skills & competencies

help desk supervisor

full-time

orlando fl

chenega corporation

cbp technology service desk

tier i

tier ii

servicenow

amazon connect

rotating shifts

24/7/365 coverage

10% travel

Work arrangement

• Weekend coverage required

Benefits & perks

• The posting describes a broad benefits offering, professional development, well-being programs, and a supportive workplace culture.

Why this role

U.S. citizenship and the ability to pass a CBP background investigation are required. The posting requires three or more years of IT help desk or service desk experience, availability for rotating shifts, and 10% travel; onsite equipment coordination is required as needed.

About the employer

Chenega Corporation is hiring for this role. Industry: Computer Facilities Management Services. Sector: 54.