Help Desk Supervisor
About The Position
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. 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. 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
- 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)
Nice To Haves
- A technical qualification or postgraduate study in an IT-related field
- Contact centre experience
- A track record of resolving team friction before it escalates
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 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.
Benefits
- Supportive team in a fast-growing global company
- Opportunities for skill expansion and process improvements.
- Access to Medical, Dental, Vision, 401k and PTO
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
