Help Desk Supervisor

Acusensus United States; United States; On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401k

PTO

Job summary

Acusensus United States is seeking an experienced Help Desk Supervisor to lead and mentor a small team, ensuring 24/7 coverage and smooth operation of global support functions.

You will own escalation, rostering, process improvements, cross-team communication, and performance reporting, while supporting recruitment and onboarding for ongoing service delivery.

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 communication to stakeholders.
• Comfort operating independently in a fast-moving, always-on environment.

Responsibilities

• Supervise, mentor, and develop two Help Desk team members.
• 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 troubleshooting

Fast-moving environment

Education

High School Diploma

Tools

AWS

Job description

About us

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.

Requirements

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 Linuxli>
• 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

Benefits

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

If you have any questions or would like to discuss the role in greater detail, please email [e-mail].

Acusensus is proud to be an Aff… 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.