24/7 Help Desk Supervisor & Team Coach
Acusensus United States
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Benefits offered by this job
Job summary
Acusensus is seeking a capable Help Desk Supervisor to lead a small 2-person team, ensuring 24/7 coverage and smooth escalation paths. You will mentor, coach, and develop teammates while coordinating scheduling and incident response.
You'll own reporting, KPI tracking, and SOP improvements, while partnering with Program Managers and Service Delivery. The role requires Linux troubleshooting, AWS experience, and the ability to communicate root causes clearly.
Qualifications
- Demonstrated ability to supervise, coach, and develop a team.
- At least 2 years' experience in Help Desk or IT support.
- Experience troubleshooting and maintaining software on Linux.
- Hands-on AWS experience and diagnostic troubleshooting skills.
- Ability to communicate root causes clearly to stakeholders.
Responsibilities
- Supervise, mentor, and develop two Help Desk members.
- Act as primary escalation point for issues; resolve or escalate as needed.
- Manage rostering and 24/7 coverage; cover shifts when required.
- Build and maintain Help Desk procedures and protocols; drive improvements.
- Communicate across departments; be the link between Help Desk and other teams.
Skills
Education
Tools
Job description
Acusensus is seeking a capable Help Desk Supervisor to lead a small 2-person team, ensuring 24/7 coverage and smooth escalation paths. You will mentor, coach, and develop teammates while coordinating scheduling and incident response.
You'll own reporting, KPI tracking, and SOP improvements, while partnering with Program Managers and Service Delivery. The role requires Linux troubleshooting, AWS experience, and the ability to communicate root causes clearly.
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