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Help Desk Agents Jobs (NOW HIRING)

Chenega Corporation

Help Desk Supervisor

Orlando, FL · On-site

Help Desk Supervisor Orlando, FL (Remote) Are you ready to enhance your skills and build your ... Serve as on-shift liaison between Helpdesk agents and TSD leadership. * Participate in major ...

Chenega MIOS

Help Desk Supervisor

San Antonio, TX · On-site

Help Desk Supervisor San Antonio, Texas (Remote) Are you ready to enhance your skills and build ... Provide real-time supervisory oversight of Helpdesk Tier I, II and ACE agents during assigned shift.

Chenega MIOS

Help Desk Supervisor

Ashburn, VA · On-site

Help Desk Supervisor Ashburn, VA (Remote) Are you ready to enhance your skills and build your ... Provide real-time supervisory oversight of Helpdesk Tier I, II and ACE agents during assigned shift.

Chenega MIOS

Help Desk Supervisor

Orlando, FL · On-site

Help Desk Supervisor Orlando, FL (Remote) Are you ready to enhance your skills and build your ... Provide real-time supervisory oversight of Helpdesk Tier I, II and ACE agents during assigned shift.

Chenega Corporation

Help Desk Supervisor

Ashburn, VA · On-site

Help Desk Supervisor Ashburn, VA (Remote) Are you ready to enhance your skills and build your ... Serve as on-shift liaison between Helpdesk agents and TSD leadership. * Participate in major ...

Chronos Operations, LLC

Help Desk Supervisor San Antonio, Texas (Remote) Are you ready to enhance your skills and build ... Provide real-time supervisory oversight of Helpdesk Tier I, II and ACE agents during assigned shift.

STI

Help Desk Agent

Nashville, TN · On-site

$16.50 - $21/hr

With each new phase, workload will increase for the agents due to questions being asked by partners ... Help Desk Duties: Serves as primary agent related to incident tickets for LTSS eligibility system ...

STI

HELP DESK AGENT

Nashville, TN · On-site

$16.50 - $21/hr

With each new phase, workload will increase for the agents due to questions being asked by partners ... Help Desk Duties: Serves as primary agent related to incident tickets for LTSS eligibility system ...

Arete Technologies, Inc.

Help Desk Analyst

Durham, NC · On-site

$19.75 - $27/hr

... of escalated Help Desk tickets. This is an Application/Production Support position where the ... agents who are accessing the system. This role requires someone who has a high level of customer ...

Neumo

Help Desk Manager

Birmingham, AL · On-site

Manage all Help Desk activity which includes responding to calls from end-user clients, logging ... First point of escalation for Tier 1 & Tier 2 agents * Partnering with BU SME on complex issues

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As of Sep 10, 2026, the average hourly pay for help desk agents in the United States is $19.70, according to ZipRecruiter salary data. Most workers in this role earn between $16.35 and $20.91 per hour, depending on experience, location, and employer.

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Help Desk Supervisor

Ashburn, VA • On-site

Chronos Operations, LLC
IT Services • 5 - 10K employees
Learn more about Chronos Operations, LLCexternal

Full-time

Re-posted 18 days ago

Key responsibilities

  • Provide real-time supervisory oversight of Helpdesk Tier I, II, and ACE agents during assigned shifts.

  • Monitor team performance to ensure all Service Level Agreements (SLAs), Key Performance Areas (KPAs), and performance metrics are achieved or exceeded.

  • Conduct quality assurance reviews, ticket audits, and coaching sessions to improve customer service, technical accuracy, and adherence to procedures.

Job description

Overview
Join Our Talent Network
Stay connected. Explore future opportunities. Engage on your terms.
Our Talent Network is designed for professionals who want to stay informed about upcoming Chenega MIOS opportunities in government contracting- Contingent upon position availability and completion of the BI process.
Help Desk Supervisor
Ashburn, VA (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, LLC is seeking a Help Desk Supervisor to provide real-time supervisory oversight for Customs and Border Protection (CBP) Technology Service Desk (TSD) Tier I, II and ACE operations. This role is responsible for ensuring service levels, quality assurance and resolution objectives are met across all Tier channels, providing on shift leadership to agents, and acting as the primary liaison between frontline staff and TSD leadership during assigned shifts.
Responsibilities
  • Provide real-time supervisory oversight of Helpdesk Tier I, II and ACE agents during assigned shift.
  • Monitor team performance to ensure all Service Level Agreements (SLAs), Key Performance Areas (KPAs), and performance metrics are consistently achieved or exceeded.
  • Analyze performance dashboards and operational metrics to identify trends, mitigate risks, and implement continuous process improvements.
  • Conduct regular quality assurance reviews, ticket audits, and coaching sessions to improve customer service, technical accuracy, and adherence to standard operating procedures.
  • Ensure compliance with all contractual deliverables, reporting requirements, and government-directed processes.
  • Participate in operational meetings, readiness reviews, and continuous improvement initiatives to support mission success.
  • Monitor agent availability, productive status, and contact volume to ensure service delivery objectives are met.
  • Ensure >=80% of calls/chats are answered within 60 seconds (Service Level AQL).
  • Ensure >=90% email and self-service ticket processing within 12-hour period.
  • Monitor ASD ticket processing to ensure >=90% resolved or escalated within 4 hours.
  • Monitor and drive First Contact Resolution (FCR) towards >=80% target.
  • Identify and escalate operational events (volume spikes, wait time increases) per Operations Management SOP.
  • Coordinate with Help Desk Specialists on escalation flow and warm transfers.
  • Serve as on-shift liaison between Helpdesk agents and TSD leadership.
  • Participate in major incident management, ensuring timely escalation to Enterprise Operations Center (EOC).
  • Monitor and manage Sensitive VIP customer escalations.
  • Support development and deployment of alert messages for outages and known issues.
  • Provide real-time coaching and guidance to agents on call handling, troubleshooting, and documentation.
  • Support onboarding and offboarding activities, including ensuring personnel complete all required training, security requirements, and equipment accountability processes.
  • Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success.
  • Responsible for onsite coordination of Government-Furnished Equipment (GFE), including issuing equipment to new hires and recovering equipment from separating employees.
  • Ensure at least one supervisor is on duty for all shifts 24x7x365 and at each location.
  • Other duties as assigned.

Qualifications
  • High school diploma or GED equivalent required.
  • 3+ years of IT help desk or Service Desk experience required.
    • Experience with ServiceNow.
    • Experience with Amazon Connect.
    • Experience with Gemini, an AI platform.
  • 1+ year of Supervisory or Team Lead experience in a Contact Center environment required.
  • Must be available to support rotating shift; 24x7x365 coverage required.
  • Successfully pass background and drug screening
  • U.S. Citizenship required; must be able to pass CBP Background Investigation (BI).

Preferred Qualifications:
  • Bachelor's degree in Business Administration, Information Technology or related field preferred.
  • HDI Support Center Team Lead or similar certification.
  • ITIL Foundation certification.
  • Experience with AI tools
  • Prior CBP or federal government help desk experience.

Knowledge, Skills and Abilities:
  • Must be able to report onsite, as required, to support the issuance of Government-Furnished Equipment (GFE) to new employees and the retrieval of GFE from terminated or departing personnel.
  • Expertise in various tools like Microsoft Project, ServiceNow, and Amazon Connect.
  • Ability to manage multiple tickets, meet SLA commitments, and maintain accurate documentation.
  • Analyze performance dashboards and operational metrics to identify trends, mitigate risks, and implement continuous process improvements.
  • Manage incident escalations and critical issues while maintaining clear communication with customers, technical teams, and program leadership.
  • Participate in operational meetings, readiness reviews, and continuous improvement initiatives to support mission success.
  • Mentor, coach, and develop Help Desk personnel through performance feedback, training, and knowledge-sharing initiatives.
  • Drive continuous improvement initiatives that enhance operational efficiency, first-contact resolution, and overall service quality.
  • Ability to work with internal teams and other agencies to resolve cross-functional IT needs.
  • 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 $30.00/Hr. Up to USD $35.00/Hr.

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