---
title: 'Call Center Operator - Night Shift at Spry Methods'
canonical: 'https://feeny.ai/job/call-center-operator-night-shift-spry-methods-nashville-hbpgrgbtt34s'
type: 'job'
last_seen: '2026-09-08'
---

# Call Center Operator - Night Shift at Spry Methods

- **Company:** Spry Methods
- **Location:** Nashville, TN
- **Compensation:** $17–$18/hr
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-08-10
- **Last confirmed live:** 2026-09-08
- **Apply:** https://jobs.lever.co/sprymethods/0db6c6a4-c9da-4e37-ba30-07f1d0e6e598

## Job description

Company Overview Spry Methods is a proven provider of mission-focused technology, cybersecurity, and program management solutions supporting critical Federal missions. We specialize in delivering integrated, high-impact solutions across cyber operations, enterprise resource management, and mission support services. Our culture emphasizes collaboration, accountability, and innovation - empowering our teams to deliver meaningful outcomes in complex, high-security environments.

Who We're Looking For (Position Overview) Spry is seeking a customer-focused, dependable, and technically savvy professional to join our team as a Call Center Operator - Night Shift. The ideal candidate enjoys helping others, thrives in a fast-paced environment, and can effectively troubleshoot technical issues while delivering exceptional customer service. You are a strong communicator who remains calm under pressure, can manage multiple priorities, and is passionate about ensuring end users receive timely and effective support.

You should be comfortable serving as the first point of contact for IT support requests, engaging with customers through phone, email, chat, and ticketing systems. Success in this role requires strong problem-solving skills, attention to detail, the ability to follow established processes, and a commitment to delivering a positive customer experience. You work well both independently and as part of a collaborative team, take ownership of issues through resolution, and are motivated by helping users overcome technical challenges.

What Your Day-To-Day Looks Like (Position Responsibilities)

As a Night Shift Call Center Operator, you will:

- Must be able to work rotating 4x10 Night Shift 8:30pm-7:00am

- Serve as the first point of contact for government end users contacting the IT Call Center via phone, email, chat, or web portal, delivering professional, courteous, and efficient support interactions.

- Answer incoming calls and respond to submitted tickets promptly, accurately documenting all reported issues, requests, and resolutions in the ITSM ticketing system in accordance with established procedures.

- Perform initial triage and troubleshooting of common IT issues including but not limited to password resets, account unlocks, software installation and configuration, hardware troubleshooting, network connectivity issues, and printer support.

- Follow established call handling scripts, knowledge base articles, and SOPs to resolve Tier 1 IT support issues at the point of contact whenever possible, minimizing the need for escalation.

- Accurately categorize, prioritize, and route tickets that cannot be resolved at Tier 1 to the appropriate Tier 2 or Tier 3 support teams, ensuring all relevant information is captured and communicated clearly.

- Maintain consistent adherence to SLA requirements for response times, resolution times, and ticket documentation quality throughout each shift.

- Communicate clearly and professionally with end users throughout the support lifecycle, providing timely status updates and follow-up on open or escalated tickets as needed.

- Participate in team huddles, training sessions, and knowledge sharing activities to stay current on supported systems, updated procedures, and emerging issues.

- Adhere to all applicable federal regulations, agency security policies, and call center operational procedures during every end user interaction.

- Maintain a high level of professionalism, patience, and empathy when assisting end users, including those with varying levels of technical proficiency.

- Contribute to the maintenance and accuracy of knowledge base articles by flagging outdated information and suggesting updates based on call center experience.

- Meet or exceed individual performance targets including call handling metrics, ticket quality scores, customer satisfaction ratings, and schedule adherence.

- Support team leads and supervisors by communicating recurring issues, emerging trends, or systemic problems observed during call handling activities.

## What You Need to Succeed (Minimum Requirements)

- Active Public Trust or ability to obtain and maintain a U.S. Government Public Trust.
- U.S. Citizenship or lawful permanent residency (Green Card) in accordance with customer requirements.

- High school diploma or GED required.

- Minimum of one (1) year of experience in a call center, help desk, customer service, or technical support environment.

- Basic knowledge of IT concepts and end-user support, including account management, hardware troubleshooting, software support, and password resets.

- Strong written and verbal communication skills with the ability to effectively support users with varying levels of technical expertise.

- Demonstrated customer service skills and a professional, patient, and solution-oriented approach.

- Working knowledge of Microsoft Windows operating systems and Microsoft Office applications.

- Experience documenting incidents and service requests in an ITSM ticketing system.

- Ability to follow established procedures, knowledge articles, and standard operating procedures (SOPs).

- Strong attention to detail, organizational skills, and ability to manage multiple tasks in a fast-paced environment.

- Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and collaboration tools such as Microsoft Teams.

- Ability to work independently and as part of a team in a customer-focused support environment.

- Strong time management skills with the ability to meet schedule and attendance requirements.

Ideally, You Also Have (Preferred Qualifications)

- Active Secret clearance or higher.
- ITIL Foundation certification or familiarity with ITIL service management principles.
- CompTIA A+, Network+, or other relevant entry-level IT certifications.
- HDI Customer Service Representative (HDI-CSR) certification or equivalent customer support certification.
- Experience supporting federal government customers or working in a regulated government environment.
- Familiarity with remote support tools, including Remote Desktop Protocol (RDP), Microsoft SCCM, or similar platforms.
- Experience supporting multi-factor authentication (MFA) solutions and identity/access management processes.
- Knowledge of federal IT security policies, cybersecurity best practices, and end-user security awareness principles.
- Bilingual communication skills.Experience providing support in a high-volume call center or enterprise service desk environment.

## About Spry Methods

## Company Overview
- **One-liner**: Spry Methods is a certified Small Business providing Cyber Security, National Security, Mission IT, and Intelligence Analysis solutions to the U.S. Federal Government, Department of Defense, and Intelligence Community.
- **Entity Type**: Private (Bootstrapped)
- **Headquarters**: McLean, Virginia, United States
- **Founded**: 2001
- **Founders**: Not publicly available

## Core Business
- **Primary industry/industries**: Information Technology & Services, Cybersecurity, National Security, Defense, Intelligence
- **Target customers**: B2G (Business-to-Government) – primarily Federal Civilian agencies, the Department of Defense (DoD), and the Intelligence Community (IC); also serves commercial entities.
- **Mission or purpose statement**: "Passionately serve others by creating value and making a difference." [topworkplaces.com](https://topworkplaces.com/company/spry-methods-inc/)

## Products & Services
For each major offering:
- **Cyber Security**: Provides on-the-ground cyber security expertise to national security missions, Federal law enforcement, and DoD partners. [sprymethods.com](https://sprymethods.com/)
- **Intel Analysis**: Supports Law Enforcement (LE) and Intelligence Community (IC) across all intelligence disciplines, including OSINT, HUMINT, SIGINT, and GEOINT. [sprymethods.com](https://sprymethods.com/)
- **National Security**: Delivers best-value, effective national security and intelligence services to solve complex, mission-critical challenges. [sprymethods.com](https://sprymethods.com/)
- **Mission IT**: Supports federal agencies with DevSecOps, enterprise architecture, C5IT, and scalable cloud/on-premise solutions. [sprymethods.com](https://sprymethods.com/)

## Market Standing
- **Valuation/Market Cap**: Not publicly available (private company)
- **Key Metric**: Annual Revenue is reported as **$4.2M** by one source [datanyze.com](https://www.datanyze.com/companies/spry-methods/257704234) and **$19.7M** by another [datanyze.com](https://www.datanyze.com/companies/spry-methods/257704234) (conflicting reports). Headcount is approximately **103–141 employees**.
- **Notable Investors/Partners**: Not publicly available (bootstrapped). Key clients include the DoD, Federal Civilian agencies, and the Intelligence Community.
- **Growth Signals**: Headcount grew **+3.8% YoY** (adding ~4 people). LinkedIn followers grew **+16.5% over the past year** to 2,265. Active job postings increased **+140% month-over-month** (as of mid-2026). The company recently appointed a new COO (Nichole Gohman) and a new VP of Strategy (Amanda Rhames). [datanyze.com](https://www.datanyze.com/companies/spry-methods/257704234)

## Competitive Advantages
- **Deep Government & Defense Specialization**: Focused exclusively on serving the DoD, IC, and Federal Civilian sectors – a high-barrier, high-trust market.
- **Certifications & Compliance**: Holds ISO 9001:2015, ISO/IEC 20000:2018, ISO/IEC 27001:2018 registration, and is CMMI Level 3 certified for both Services and Development (CMMI-DEV and CMMI-SVC). [datanyze.com](https://www.datanyze.com/companies/spry-methods/257704234)
- **Small Business Agility**: As a certified Small Business, Spry can offer the responsiveness and flexibility of a smaller firm while competing for large federal contracts.
- **Longevity & Track Record**: Founded in 2001, Spry has over 25 years of proven past performance, including an acquisition of James Secure Solutions in 2013. [datanyze.com](https://www.datanyze.com/companies/spry-methods/257704234)

## Strategic Focus
- **Growth & Leadership Expansion**: Recent hires for COO and VP of Strategy signal a focus on scaling operations and strategic planning.
- **Talent Acquisition**: A surge in active job postings (+140% MoM) indicates aggressive hiring to support new or expanded contracts.
- **Technology Modernization**: Emphasis on DevSecOps, cloud (Azure, AWS), and modern IT stacks (Kubernetes, Docker, Python) suggests a push toward agile, cloud-native solutions for mission partners.

## Why Work Here
- **Mission-Driven Work**: Employees directly support national security, defense, and intelligence missions – work that has clear, high-impact purpose.
- **Structured Yet Entrepreneurial Culture**: Described as "structured yet entrepreneurial" – employees are encouraged to "think, act and innovate." [topworkplaces.com](https://topworkplaces.com/company/spry-methods-inc/)
- **Remote/Hybrid/Office Policy**: Roles appear to be primarily **hybrid** (e.g., McLean, VA and Washington, DC) or on-site, given the nature of government contracting. A recent posting for "HR & Contracts Administrator" lists a hybrid schedule in McLean, VA. [jobs.lever.co](https://jobs.lever.co/sprymethods)
- **Employee Ratings**: 3.7/5.0 on employer review sites, with **Work-Life Balance rated highest at 4.4/5.0**. Culture rated 3.9/5.0. [datanyze.com](https://www.datanyze.com/companies/spry-methods/257704234)
- **Tech Stack**: Engineers will work with modern tools including Kubernetes, Docker, Python, Azure, AWS, Terraform, Ansible, Splunk, and more. [datanyze.com](https://www.datanyze.com/companies/spry-methods/257704234)
- **Notable Perks**: Not explicitly listed, but as a government contractor, likely offers competitive benefits, stability, and clearances.

## Sources
1. [sprymethods.com](https://sprymethods.com/)
2. [jobs.lever.co](https://jobs.lever.co/sprymethods)
3. [datanyze.com](https://www.datanyze.com/companies/spry-methods/257704234)
4. [topworkplaces.com](https://topworkplaces.com/company/spry-methods-inc/)
5. [linkedin.com](https://www.linkedin.com/company/sprymethods)

## Other roles at Spry Methods

- [Intelligence Analyst 1](https://feeny.ai/job/intelligence-analyst-1-spry-methods-huntsville-qf3j01a2s8qm) — Huntsville, AL
- [Project Management Analyst](https://feeny.ai/job/project-management-analyst-spry-methods-stafford-92rjfnsnk9pw) — Stafford, VA
- [Intelligence Analyst 1 (Top Secret)](https://feeny.ai/job/intelligence-analyst-1-top-secret-spry-methods-washington-6jxma9mstqsr) — Washington, DC
- [Contracts Administrator](https://feeny.ai/job/contracts-administrator-spry-methods-mclean-kpfebyarksnt) — Mclean, VA
- [UAC Analyst - Senior](https://feeny.ai/job/uac-analyst-senior-spry-methods-nashville-dq1r7hyssqpe) — Nashville, TN
- [UAC Analyst - Mid](https://feeny.ai/job/uac-analyst-mid-spry-methods-nashville-ejx7vzks5cf0) — Nashville, TN
- [UAC Analyst - Junior](https://feeny.ai/job/uac-analyst-junior-spry-methods-nashville-9k32hrthj6kt) — Nashville, TN
- [Training Specialist](https://feeny.ai/job/training-specialist-spry-methods-nashville-xtasa7m86nke) — Nashville, TN
- [Technical Writer](https://feeny.ai/job/technical-writer-spry-methods-nashville-9tzn2wy6h52n) — Nashville, TN
- [Call Center Operator - Swing Shift](https://feeny.ai/job/call-center-operator-swing-shift-spry-methods-nashville-0eqgbvvxszjc) — Nashville, TN