ACE ASD Shift Supervisor

Summary

ACE ASD 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 an ACE ASD Shift Supervisor to provide real-time supervisory oversight for the ACE Account Service Desk (ASD) under the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role ensures ASD service levels, quality standards, and resolution targets are met while coordinating bilingual coverage and serving as a key liaison between ASD agents, Tier 1 operations, and ACE stakeholders.

Responsibilities

• Provide real-time supervisory oversight of ACE Account Service Desk (ASD) agents during assigned shift.
• Monitor ASD ticket processing to ensure >=90% resolved or escalated within 4 hours.
• Ensure >=90% ASD resolution rate and >=90% quality score.
• Coordinate with Tier 1 supervisors on ACE-related escalation flow.
• Manage bilingual (English/Spanish) coverage for the Trade user community.
• Track and report ASD metrics for monthly reporting.
• Support preparation of the Monthly ASD Report.
• Provide coaching and guidance to ASD agents.
• Coordinate with ACE stakeholders on system changes, maintenance windows, and training.
• Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success
• Other duties as assigned.

Qualifications

• High school diploma or equivalent.
• 2+ years of IT help desk or customer support experience.
• 1+ year of supervisory or team lead experience.
  • Experience with ACE system and trade processes.
  • Must be available to support rotating shift, 24x7x365 coverage required.
• S. Citizenship required; must be able to pass CBP Background Investigation (BI).

Preferred Qualifications:

• Associate's degree in Business Administration, Information Technology or related field preferred.
  • Experience may be used in lieu of education
• Bilingual (English/Spanish) preferred.
• HDI Support Center Team Lead certification.
• Prior CBP or DHS supervisory experience.
• Experience with ServiceNow.

Knowledge, Skills and Abilities:

• Expertise in various tools like Microsoft Project, ServiceNow and Amazon Connect.
• Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success
• Ability to manage multiple tickets, meeting SLA commitments, and maintaining accurate documentation.
• Ability to work with internal teams and other agencies to resolve cross-functional IT need.
• Ability to support rotating shift, 24x7x365 coverage.
• Excellent interpersonal communication, facilitation, and leadership skills to effectively coordinate teams and communicate with stakeholders.
• Proven ability to manage relationships with internal teams, external partners, vendors, and senior leadership.
• Strong written and verbal communication skills for technical documentation and stakeholder coordination.
• Excellent communication, leadership, and project management skills.
• Ability to work effectively in cross-functional teams and under senior analyst guidance.
• Ability to meet minimum clearance requirements.
• Ability to work nights, weekends, and holidays as required.
• Ability to travel 10%.

How you'll grow

At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there's always room to learn.

We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.

Benefits

At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.

Learn more about what working at Chenega MIOS can mean for you.

Chenega MIOS's culture

Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.

Corporate citizenship

Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.

Learn more about Chenega's impact on the world.

Chenega MIOS News- https://chenegamios.com/news/

Tips from your Talent Acquisition Team

We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:

Chenega MIOS web site - www.chenegamios.com

Glassdoor - https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EI_IE369514.11,23.htm

LinkedIn - https://www.linkedin.com/company/1472684/

Facebook - https://www.facebook.com/chenegamios/

#Chronos Operations, LLC

Estimated Salary/Wage

USD $38.00/Hr. Up to USD $40.00/Hr.