Beneficiary Help Line Supervisor

CTEC is a leading technology firm that provides modernization, digital transformation, and application development services to the U.S. Federal Government. Headquartered in McLean, VA, CTEC has over 300 team members working on mission-critical systems and projects for agencies such as the Department of Homeland Security, Internal Revenue Service, and the Office of Personnel Management. The work we do effects millions of U.S. citizens daily as they interact with the systems we build. Our best-in-class commercial solutions, modified for our customers’ bespoke mission requirements, are enabling this future every day.

The Company has experienced rapid growth over the past 3 years and recently received a strategic investment from Main Street Capital Corporation (NYSE: MAIN). In addition to our recent growth in Federal Civilian agencies, we are seeking to expand our capabilities in cloud development and footprint in national-security focused agencies within the Department of Defense and U.S. Intelligence Community.

We are seeking to hire a Beneficiary Help Line Supervisor to our team!

Join Us in Empowering Lives Through SSA’s Employment Support Initiatives

Are you passionate about making a meaningful difference in people’s lives? The Social Security Administration (SSA) is committed to helping individuals with disabilities achieve greater independence through employment. By joining our team, you’ll play a vital role in supporting this impactful mission—helping people unlock their potential, build confidence, and create brighter futures. If you're driven by purpose and inspired by the chance to make a lasting impact, we invite you to be part of a program that changes lives every day.
The Systems Manager is responsible for the administration, security, maintenance, and optimization of IT systems, networks, and infrastructure supporting the Beneficiary Helpline and related program operations. This role ensures reliable system functionality, compliance with SSA and federal security standards, and supports business continuity through proactive management, troubleshooting, and enhancements. The Systems Manager collaborates with program leaders and cross-functional teams to align technology solutions with organizational needs, prepares technical documentation, and serves as a subject matter expert on system security and best practices.

The Beneficiary Helpline Supervisor is responsible for daily oversight, quality assurance, and operational support for the SSA Beneficiary Helpline. This position supports the Helpline Manager in ensuring all Service Level Agreements (SLAs) are met, providing leadership to helpline representatives and maintaining high customer service standards. The Supervisor manages certification training programs for new and current staff, monitors team performance, and serves as the primary escalation point for complex beneficiary inquiries. Additional responsibilities include preparing operational and performance reports, conducting call reviews and side-by-sides to evaluate team quality, and enforcing compliance with SSA policies, security, privacy, and data protection requirements. The Supervisor also assists with scheduling, resource allocation, and coordination of leave management.                                                              

Duties and Responsibilities: 
•    Supervise daily activities of helpline staff, providing guidance, coaching, and feedback.
•    Ensure Service Level Agreements (SLAs) are met or exceeded, monitoring key performance indicators.
•    Oversee certification and training of new and existing helpline representatives.
•    Prepare and submit regular operational and performance reports to management.
•    Serve as primary escalation point for complex or escalated beneficiary calls or issues.
•    Conduct call reviews and spot checks to ensure quality and compliance.
•    Identify and resolve operational issues to maintain efficient service delivery.
•    Ensure compliance with SSA policy, security, privacy, and data protection requirements.
•    Assist with scheduling, resource allocation, and leave management.

Requirements:
Bachelor’s degree with 2–4 years relevant experience, or high school diploma/GED with 8–10 years directly related helpline/contact center experience.
•    Supervisory or team lead experience in customer service, preferably in government or benefit programs.
•    Excellent verbal and written communication skills; strong conflict resolution abilities.
•    Experience in staff training, coaching, and performance evaluation.
•    Proficient with call center technology, CRM systems, and Microsoft Office Suite.
•    Analytical skills to monitor performance metrics and prepare reports.
•    Solid organizational and decision-making skills.
•    Knowledge of privacy, security, and confidentiality regulations, such as FISMA or HIPAA.

Clearance requirements:

Must be a US Citizen and able to obtain and maintain a SSA Public Trust clearance

If you are looking for a fun and challenging environment with talented, motivated people to work with, CTEC is the right place for you. In addition to employee salary, we offer an array of employee benefits including:

• Paid vacation & Sick leave

• Health insurance coverage

• Career training

• Performance bonus programs

• 401K contribution & Employer Match

• 11 Federal Holidays