ACE ASD Shift Supervisor (CBP Technology Service Desk)

Location: Remote within the United States; sole U.S. citizenship required. Rotating shifts provide 24x7x365 coverage, including nights, weekends, and holidays. Successful completion of a CBP Background Investigation is required.

Company

hirify.global delivers analytics, cybersecurity, data-driven operations, and business optimization solutions to federal government agencies as a prime contractor.

What you will do

• Provide real-time supervisory oversight for ACE Account Service Desk agents during assigned shifts.
• Monitor ticket processing, resolution and escalation targets, service levels, and quality scores.
• Coordinate ACE-related escalations, warm transfers, and bilingual English/Spanish coverage with Tier 1 supervisors.
• Track, analyze, and report ASD performance metrics, including support for the Monthly ASD Report.
• Coach and mentor agents to improve performance and customer experience.
• Coordinate with ACE stakeholders on system changes, maintenance windows, and training activities.

Requirements

• At least 2 years of experience in IT help desk or customer support environments.
• At least 1 year of supervisory or team lead experience.
• Strong communication, leadership, and interpersonal skills.
• Ability to work rotating shifts, including nights, weekends, and holidays.
• Sole U.S. citizenship and successful completion of a CBP Background Investigation are required.

Nice to have

• Bilingual English/Spanish proficiency.
• Experience supporting the ACE system and trade-related business processes.
• HDI Support Center Team Lead certification.
• Prior CBP or DHS supervisory experience.
• Experience using ServiceNow for ticket and performance management.

Culture & Benefits

• Full-time employment.
• Medical, dental, and vision benefits.
• Paid time off.
• 401(k) plan.