Help Desk Supervisor

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. Were 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

Youll 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 youll 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 cant
• 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

Youre a technically capable Help Desk or IT support professional whos already in or ready to step into a supervisory role and genuinely enjoys developing people.

Youll 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 $55000 - $65000 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

Ready to be part of our mission Apply now.
Visit or submit your application directly through this advertisement. If you have any questions or would like to discuss the role in greater detail please email .

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.

Required Experience:

Manager