24/7 Help Desk Supervisor - Lead IT Support

Acusensus United States; Las Vegas (NV); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Medical, Dental, Vision coverage

401k

PTO

Job summary

Acusensus is seeking a Help Desk Supervisor to lead a small team and ensure 24/7 coverage. You will mentor two team members, handle escalations, and coordinate rostering and reporting to drive service delivery.

The role requires Linux troubleshooting, AWS experience, and a proactive, independent work style in a fast-moving environment. Applicants should be ready for pre-employment checks and be based in the United States.

Qualifications

• Minimum 2 years' experience in Help Desk or IT support.
• Experience troubleshooting and maintaining software on Linux.
• Hands on experience with AWS.
• Strong diagnostic troubleshooting skills and ability to communicate root causes clearly.
• Supervising, coaching, and developing a team.

Responsibilities

• Supervise, mentor, and develop two Help Desk team members through coaching and training.
• Act as primary escalation point for team issues and manage escalations.
• Manage rostering and workforce planning for 24/7 coverage, including shift coverage.
• Build and maintain Help Desk procedures and drive improvements.
• Communicate across departments and act as liaison with Program Managers and Service Delivery.
• Own reporting on team and program performance, including KPI and SLA metrics.
• Support recruitment, onboarding, and training of new team members.

Skills

Team supervision

Coaching

Help Desk / IT support

Linux

AWS

Troubleshooting

Communication

Independent work

Education

High School Diploma

Tools

Linux

AWS

Job description

Acusensus is seeking a Help Desk Supervisor to lead a small team and ensure 24/7 coverage. You will mentor two team members, handle escalations, and coordinate rostering and reporting to drive service delivery.

The role requires Linux troubleshooting, AWS experience, and a proactive, independent work style in a fast-moving environment. Applicants should be ready for pre-employment checks and be based in the United States.