Tier II Shift Supervisor -Advanced Support

Aretec is seeking a Tier 2 Shift Supervisor (Advanced Support) to provide real-time supervisory oversight for Tier II operations supporting the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role is responsible for ensuring Tier II service levels, quality targets, and resolution objectives are met, while providing technical guidance and leadership to Advanced Support agents. The ideal candidate brings strong technical depth, operational discipline, and proven supervisory experience in a 24x7 service desk environment. What You'll Do

• Provide real-time supervisory oversight of Tier II Advanced Support agents during assigned shifts.

• Monitor ticket queues and processing times to ensure 90% of tickets are resolved or escalated within 4 hours.

• Monitor service levels to ensure 80% of transferred calls and chats are answered within 60 seconds.

• Ensure a 90% Tier II resolution rate is consistently achieved.

• Track and enforce 90% quality scores on reviewed Tier II interactions.

• Coordinate closely with Tier 1 Shift Supervisors to manage escalation flow and warm-transfer processes.

• Escalate complex or unresolved issues to next-level CBP support teams and third-party vendors.

• Provide real-time coaching, mentoring, and technical guidance to Tier II agents.

• Report operational status, staffing issues, and performance risks to the Operations Manager.

• 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 (BI).

Preferred Qualifications

• HDI Support Center Team Lead certification.

• ITIL Foundation certification.

• CompTIA A+, Network+, or Security+ certification.

• Experience with ServiceNow and Amazon Connect.

• Prior CBP or DHS Tier II supervisory experience.

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