What are the responsibilities and job description for the ACE ASD Shift Supervisor position at Aretec Inc?
ACE ASD Shift Supervisor
CBP Technology Service Desk (TSD)
Location: Ashburn, VA / Orlando, FL / San Antonio, TX - Primarily remote (must reside within commuting distance of one location)
Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and holidays)
Employment Type: Full‑time
Clearance Requirement: CBP Background Investigation (Unclassified)
About Aretec
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 an ACE ASD Shift Supervisor to provide real‑time supervisory oversight for the ACE Account Service Desk (ASD) under the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role ensures ASD service levels, quality standards, and resolution targets are met while coordinating bilingual coverage and serving as a key liaison between ASD agents, Tier 1 operations, and ACE stakeholders. The ideal candidate brings strong supervisory experience, customer service leadership, and familiarity with ACE or trade‑focused support environments.
What You'll Do
- Provide real‑time supervisory oversight of ACE ASD agents during assigned shifts.
- Monitor ASD ticket processing to ensure ≥90% of tickets are resolved or escalated within 4 hours.
- Ensure ≥90% ASD resolution rate and ≥90% quality scores on reviewed interactions.
- Coordinate with Tier 1 Shift Supervisors on ACE‑related escalation flow and warm‑transfer procedures.
- Manage and ensure adequate bilingual (English/Spanish) coverage for the Trade user community.
- Track, analyze, and report ASD performance metrics for operational and monthly reporting.
- Support preparation and delivery of the Monthly ASD Report.
- Provide coaching, mentoring, and guidance to ASD agents to improve performance and customer experience.
- Coordinate with ACE stakeholders regarding system changes, maintenance windows, and training activities.
Required Qualifications
- Minimum 2 years of experience in IT help desk or customer support environments.
- Minimum 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 required and ability to successfully pass a CBP Background Investigation (BI).
Preferred Qualifications
- 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.
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.