Help Desk Supervisor

Acusensus; Las Vegas, Northern (NV, KY); Hybrid; USD 55,000 - 65,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k

PTO

Job summary

Acusensus is seeking a Help Desk Supervisor to lead and grow a small team while ensuring 24/7 support coverage. You will mentor two team members, act as the escalation point, and manage rostering, reporting, and procedures to improve service delivery.

The role requires Linux troubleshooting, AWS experience, and strong communication to explain root causes to stakeholders. A high school certificate is required, with additional IT qualifications viewed favorably.

Qualifications

• Demonstrated ability to supervise, coach, and develop a team.
• At least 2 years' experience in Help Desk, IT support, or a similar role.
• Experience troubleshooting and maintaining software on Linux.
• Hands on experience with AWS.
• Strong diagnostic troubleshooting skills with clear root-cause communication.
• Comfort operating independently in a fast-moving, always-on environment.
• A High School Certificate (HSC) or SSCE.

Responsibilities

• Supervise, mentor, and develop two Help Desk team members through 1:1 coaching and group training.
• Act as the primary escalation point for issues raised by the team, resolving what you can and escalating what you can't.
• Manage rostering and workforce planning to ensure 24/7 coverage, including covering shifts when needed.
• Build and maintain Help Desk procedures and protocols, and drive ongoing improvements.
• Communicate across departments and be the link between the Help Desk and other teams, Program Managers, and Service Delivery.
• Own daily, weekly, and monthly reporting on team and program performance, including KPI and SLA metrics.
• Support recruitment, onboarding, and training of new Help Desk team members.

Skills

Team supervision

Help Desk experience

Linux troubleshooting

AWS

Diagnostic skills

Communication

Independent work

Education

HS/SSCE

Tools

AWS

Linux

Job description

Acusensus pioneers intelligent road safety enforcement solutions that can be rapidly deployed to address road safety challenges. Our mission is simple, changing behaviours, saving lives. We're an Australian technology company with a genuinely global footprint. We use advanced AI and hardware technology deployed as fixed-location, trailer-based, and vehicle-based enforcement solutions and our systems are already used by governments across Australia, the US, the UK, and New Zealand.

About the role

You'll be the person the Help Desk team turns to as the escalation point, the mentor, and the one who keeps 24/7 coverage running smoothly, even when it means stepping in yourself.

What you'll do:

• Supervise, mentor, and develop two Help Desk team members through 1:1 coaching and group training
• Act as the primary escalation point for issues raised by the team, resolving what you can and escalating what you can't
• Manage rostering and workforce planning to ensure consistent 24/7 coverage, including covering shifts when needed
• Build and maintain Help Desk procedures and protocols, and drive ongoing improvements
• Communicate across departments and be the link between the Help Desk and other teams, Program Managers, and Service Delivery
• Own daily, weekly, and monthly reporting on team and program performance, including KPI and SLA metrics
• Support recruitment, onboarding, and training of new Help Desk team members.

This position operates on a 24/7 shift pattern and may be rostered to provide support for normal Helpdesk shifts. The successful candidate is required to complete pre-employment checks including a criminal history check and driving history check as part of the offer process.

About you

You're a technically capable Help Desk or IT support professional who's already in or ready to step into a supervisory role and genuinely enjoys developing people.

You'll bring:

• Demonstrated ability to supervise, coach, and develop a team
• At least 2 years' experience in Help Desk, IT support, or a similar role
• Experience troubleshooting and maintaining software on Linux
• Hands on experience with AWS
• Strong diagnostic troubleshooting skills, with the ability to clearly communicate root causes to stakeholders
• Comfort operating independently in a fast-moving, always-on environment
• A High School Certificate (HSC) or Senior Secondary Certificate of Education (SSCE)

Highly regarded:

• A technical qualification or postgraduate study in an IT-related field
• Contact centre experience
• A track record of resolving team friction before it escalates

What We Offer:

• The salary for this role is $55,000 - $65,000 per year
• Supportive team in a fast-growing global company
• Opportunities for skill expansion and process improvements.
• Access to Medical, Dental, Vision, 401k and PTO

Acusensus is proud to be an Affir­mative Action/Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.