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A Tier 1 Operator Jobs (NOW HIRING)

Aretec Inc

Tier I Shift Supervisor

Ashburn, VA · On-site

$15.25 - $19.50/hr

Position Summary Aretec is seeking a Tier 1 Shift Supervisor to provide real-time supervisory oversight for Customs and Border Protection (CBP) Technology Service Desk (TSD) Tier 1 operations. This ...

Maximus

Tier 1 Call Center Agent

San Antonio, TX · On-site

$13.50 - $17.75/hr

General information Job Posting Title Tier 1 Call Center Agent Date Friday, July 10, 2026 City San ... Problems are typically of a routine nature but may at times require interpretation or deviation ...

DEX Imaging

IT Help Desk Tier 1

Tampa, FL · On-site

IT Tier 1 Helpdesk Agent At Dex Imaging, we're all about smart technology, great people, and ... As a national leader in document handling and managed IT services, we take a vendor-agnostic ...

Robert Half

Tier II Technician

Conyers, GA · On-site

$23.75 - $27.50/hr

The Tier 2 Technician serves as the primary escalation point above Tier 1 and is responsible for ... The Tier 2 Technician operates independently within a defined scope and escalates to the CTO only ...

Sharp Solutions Inc

Tier 1 Level II Lead.

Denver, CO · On-site

$48K - $50K/yr

The ideal candidate is a self-starter with excellent analytical and problem-solving skills ... Install, manage, and support desktop and laptop operating systems, including Windows 10 ...

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Tier I Shift Supervisor

Aretec Inc

Ashburn, VA • On-site

$15.25 - $19.50/hr

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 18 days ago

Job description

Tier I Shift Supervisor
CBP Technology Service Desk (TSD)
Location: Remote
Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and holidays)
Employment Type: Full-time
Clearance Requirement: CBP Background Investigation (Unclassified)
At Aretec, Inc., we are catalysts for change within the federal government landscape. We specialize in advanced analytics, cybersecurity, data-driven operations, and business optimization, enabling federal agencies to accomplish their most critical missions. As a trusted prime contractor, Aretec delivers innovative, compliant, and high-impact solutions that support mission success.
Position Summary
Aretec is seeking a Tier 1 Shift Supervisor to provide real-time supervisory oversight for Customs and Border Protection (CBP) Technology Service Desk (TSD) Tier 1 operations. This role is responsible for ensuring service level objectives are met across all Tier 1 channels, providing on-shift leadership to agents, and acting as the primary liaison between frontline staff and TSD leadership during assigned shifts. The ideal candidate is an experienced contact-center leader with strong operational awareness and a hands-on supervisory approach.
What You'll Do
  • Provide real-time supervisory oversight of Tier 1 agents during assigned shifts.
  • Monitor agent availability, productivity, and contact volumes to ensure service delivery objectives are consistently met.
  • Ensure ≥80% of calls and chats are answered within 60 seconds in accordance with Service Level AQL requirements.
  • Ensure ≥90% of email and self-service tickets are processed within a 12-hour period.
  • Monitor and drive First Contact Resolution (FCR) performance toward the ≥80% target.
  • Identify and escalate operational events, including volume spikes and increased wait times, in accordance with the Operations Management SOP.
  • Serve as the on-shift liaison between Tier 1 agents and TSD leadership.
  • Participate in major incident management activities and ensure timely escalation to the Enterprise Operations Center (EOC).
  • Monitor and manage sensitive or VIP customer escalations.
  • Support development and dissemination of alert messages related to outages and known issues.
  • Provide real-time coaching and guidance to agents on call handling, troubleshooting techniques, and ticket documentation.
  • Ensure at least one supervisor is on duty at all times across all locations to support 24x7 operations.

Required Qualifications
  • Minimum 2 years of experience in an IT help desk or service desk environment.
  • Minimum 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 required and ability to successfully pass a CBP Background Investigation (BI).

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

Why Join Aretec
  • Lead frontline operations supporting a mission-critical CBP environment.
  • Play a key role in maintaining service levels and customer satisfaction.
  • Work closely with operations leadership and enterprise stakeholders.
  • Competitive compensation and benefits, including:
  • Health, Dental, and Vision Insurance
  • 401(k) with Employer Match
  • Paid Time Off and Holidays
  • Training and Certification Support

Equal Opportunity Employer
Aretec, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other protected status.

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