• Lead the technology roadmap for Corporate IT Infrastructure and Support across identity, endpoint, office technology, SaaS administration, support operations, and AI productivity-tool governance • Own the operating model for a distributed IT team, including prioritization, escalation paths, service metrics, runbooks, change control, and support-quality expectations • Drive MFA and identity modernization programs, including Okta Verify, Device Trust, Duo/Beyond Identity retirement, Okta environment audit, and least-privilege remediation • Lead endpoint-management and device-compliance evolution, including Jamf-to-Iru migration, Mac hardware refresh planning, policy enforcement, and lifecycle automation • Partner with People/HRIS and Business Systems to strengthen onboarding, offboarding, role-based access, Rippling-to-Okta workflows, SCIM provisioning, and downstream SaaS lifecycle automation • Own employee-support readiness for SF/NY office IT infrastructure, remote-work support, AV/networking coordination, and production support escalations • Establish safe administration and support patterns for AI productivity tools such as ChatGPT, Claude/CoWork, Console, Cursor, and related access workflows • Partner with Security and Compliance to improve auditability, access reviews, device posture, production change review, and evidence quality for IT-controlled systems • Use automation and AI responsibly to improve ticket triage, knowledge management, incident summaries, migration tracking, and support communications • Provide senior escalation support for complex IT, identity, endpoint, and SaaS incidents while coaching the team toward durable fixes • As the direct manager of the team, partner with the People team to manage hiring, onboarding, professional development, performance feedback, promotions, terminations, disciplinary procedures, and compensation actions to maintain a skilled technical and service-oriented staff • Set clear expectations, assign ownership, delegate effectively, evaluate team activities, and maintain a consistent operating cadence • Provide ongoing performance feedback, goal setting, coaching, and development plans for staff • Plan for future staffing, coverage, and capability needs as the infrastructure/support function matures • Build a strong documentation culture across runbooks, support playbooks, migration plans, system ownership, and escalation procedures • Manage vendor/platform evaluations and renewals in partnership with Procurement, Finance, Legal, Security, and business owners • Translate technical risks and operational tradeoffs into clear recommendations for leaders and cross-functional stakeholders

• Execute employee onboarding and offboarding accurately, securely, and on time • Provision, maintain, and troubleshoot company laptops and employee endpoints • Support employees with hardware, software, access, and account issues while delivering a fast, dependable support experience • Handle employee access requests and changes with appropriate approvals and attention to least privilege, while supporting RBAC rollouts, access reviews, and cleanup work • Support security questionnaires, audit evidence collection, and compliance-related operational processes • Turn repeat issues into better documentation, runbooks, and lightweight process improvements.

Role Description The Business Operations Team is the central operating hub of Workstreet. We oversee the systems, processes, data, contracting, and alignment with adjacent teams and partners. The team includes a few departments and functions, including Deal Desk, Collections, Data and Analytics, Partnership Management, and IT. The goal of Business Operations is to ensure that our data capture is accurate, our processes are sound, and that the information we gather is fueling our decisions. We are seeking an IT Specialist to join our team, focused on delivering seamless onboarding, software access management, and ongoing IT support for team members across the organization. This role will play a critical part in ensuring smooth IT operations, compliance alignment, and an excellent employee technology experience. What you'll do - Support IT onboarding - provision, configure access permissions, set up collaboration tools, and deliver an exceptional first-day technical onboarding experience. - Support user onboarding processes - securely revoke access, assist with data transitions, and coordinate closely with HR to ensure secure and smooth exits. - Provide IT support to internal users - serve as the first point of contact for IT-related issues, including password resets, MFA troubleshooting, access requests, and general support inquiries. - Optimize account and license management - maintain company account and license management systems (e.g., Google Workspace, Microsoft 365, SSO/SAML tools). - Streamline IT workflows - collaborate with cross-functional teams to document, refine, and streamline IT workflows and escalation procedures. - Facilitate IT training - deliver IT-related training, including security awareness and onboarding resources, when needed support. Qualifications - Command 1–3+ years of dedicated ownership in corporate IT support, software access management, or user-facing technical services. - Directly manage, configure, and secure core cloud productivity ecosystems, including Google Workspace, Microsoft 365, Slack, and identity access management (IAM) tools. - Orchestrated and resolved high-volume support requests within enterprise ticketing systems such as Jira Service Desk or Linear to meet strict SLAs. - Engineered zero-friction technical onboarding and offboarding workflows, ensuring data security and a premium first-day employee experience. - Formulated precise technical SOPs, workflow charts, and IT escalation procedures that eliminate reliance on tribal knowledge. - Translated complex technical configurations, multi-factor authentication (MFA) parameters, and system security practices into clear instructions for non-technical users. - Executed autonomously within fast-growth environments, managing competing access requests and technical priorities on the fly. - Aligned directly with People Operations, Delivery, and security stakeholders to enforce strict access control and seamless personnel transitions. Requirements - Hold active, industry-recognized technical credentials such as CompTIA Network+/Security+, Google IT Support, or Microsoft 365 certifications. - Direct deployment and configuration of programmatic account provisioning tools, single sign-on (SSO) integrations, or SAML protocols to scale user management. - Active execution of custom automation scripts, data analytics tools, or automated administrative workflows. Benefits - Clear path with mentorship and training opportunities. - Reimbursement for the successful completion of approved training and certification courses relevant to your current role. - A competitive base salary with regular performance reviews linked to merit-based appraisals and bonus opportunities. - Early-stage company with significant room for career advancement. - Flexibility to work from anywhere while collaborating with a global team. What you'll need to thrive - Excellent written and verbal English communication skills, with the ability to engage confidently with candidates, hiring managers, and business leaders across global teams. - A reliable, high-speed internet connection and a professional home office environment that supports confidential conversations, virtual interviews, and uninterrupted collaboration. - Commitment to working a standard schedule of 8:00 AM–5:00 PM U.S. Eastern Time (ET) to effectively collaborate with team members, stakeholders, and cross-functional partners while ensuring timely communication and support. - Willingness and ability to travel locally for occasional onsite meetings, team gatherings, or business activities as needed. Hiring and Selection Process - Candidates must participate in live video interviews throughout the hiring process with camera on (non-negotiable) and be prepared to verify their identity during recruitment and onboarding. - Employment is contingent upon successful completion of identity verification and background screening, where permitted by law. - Selected candidates will participate in structured interviews with hiring managers and cross-functional stakeholders to assess role fit, experience, and alignment with Workstreet’s operating principles. - Candidates will receive prompt updates and consistent communication throughout the interview process, ensuring a transparent, smooth, and engaging experience at every step. Workstreet Is An Equal Opportunity Employer As an equal opportunity employer, Workstreet is committed to providing employment opportunities to all individuals. All applicants for positions at Workstreet will be treated without regard to race, color, ethnicity, religion, sex, gender, gender identity and expression, sexual orientation, national origin, disability, age, marital status, veteran status, pregnancy, or any other basis prohibited by applicable law.

Role Description 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. - 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 a 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 the 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. - 3+ years of IT Help Desk or Service Desk experience. - 1+ year of Supervisory or Team Lead experience in a Contact Center environment. - Must have experience with ServiceNow. - 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. - Successfully pass background and drug screening. - U.S. Citizenship required; must be able to pass CBP Background Investigation (BI). Requirements - 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. 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. - 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.