Tier I Shift Supervisor

Location: Remote, United States; Ashburn, VA is also listed. Rotating shifts with 24x7x365 coverage required, including nights, weekends, and holidays.

Compensation: Pay rate listed as per year; amount not specified.

Company

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

What you will do

• Provide real-time supervisory oversight and on-shift leadership for Tier 1 service desk agents.
• Monitor agent availability, productivity, contact volumes, service levels, and First Contact Resolution performance.
• Ensure calls, chats, emails, and self-service tickets meet defined response and processing targets.
• Identify and escalate volume spikes, increased wait times, operational events, and major incidents to the appropriate operations teams.
• Act as the liaison between frontline agents and TSD leadership while managing sensitive or VIP customer escalations.
• Coach agents on call handling, troubleshooting, ticket documentation, and outage communications.

Requirements

• At least 2 years of experience in an IT help desk or service desk environment.
• At least 1 year of supervisory or team lead experience in a contact center or service desk setting.
• Strong verbal and written communication skills with the ability to lead and influence teams.
• 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

• HDI Support Center Team Lead or similar certification.
• ITIL Foundation certification.
• Experience with ServiceNow and Amazon Connect.
• Prior CBP or federal government help desk experience.
• Bilingual English/Spanish proficiency.

Culture & Benefits

• Work on a mission-critical Customs and Border Protection service desk environment.
• Health, dental, and vision insurance.
• 401(k) with employer match.
• Paid time off and holidays.
• Training and certification support.