{"id":830288,"url":"https://alion.io/job/acusensus-help-desk-supervisor","title":"Help Desk Supervisor","company":{"id":670033,"name":"Acusensus","domain":"acusensus.com","url":"https://alion.io/company/acusensus","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Las Vegas, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":55000,"max":65000,"currency":"USD","period":"year","gross":null,"usd_annual":65000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Linux","optional":false}],"status":"live","first_seen_at":"2026-09-01T00:00:00Z","employer_posted_date":"2026-09-01","last_verified_at":"2026-10-29T20:03:24Z","board_verified":true,"closed_at":null,"days_open":58,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":58},"description":"About us\nAcusensus 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.\nAbout the role\nYou'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.\nWhat you'll do:\nSupervise, mentor, and develop two Help Desk team members through 1:1 coaching and group training\nAct as the primary escalation point for issues raised by the team, resolving what you can and escalating what you can't\nManage rostering and workforce planning to ensure consistent 24/7 coverage, including covering shifts when needed\nBuild and maintain Help Desk procedures and protocols, and drive ongoing improvements\nCommunicate across departments and be the link between the Help Desk and other teams, Program Managers, and Service Delivery\nOwn daily, weekly, and monthly reporting on team and program performance, including KPI and SLA metrics\nSupport recruitment, onboarding, and training of new Help Desk team members.\nThis 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.\nRequirements\nAbout you\nYou'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.\nYou'll bring:\nDemonstrated ability to supervise, coach, and develop a team - this is essential.\nAt least 2 years' experience in Help Desk, IT support, or a similar role\nExperience troubleshooting and maintaining software on Linux\nHands-on experience with AWS\nStrong diagnostic troubleshooting skills, with the ability to clearly communicate root causes to stakeholders\nComfort operating independently in a fast-moving, always-on environment\nA High School Certificate (HSC) or Senior Secondary Certificate of Education (SSCE)\nHighly regarded:\nA technical qualification or postgraduate study in an IT-related field\nContact centre experience\nA track record of resolving team friction before it escalates\nBenefits\nWhat We Offer:\nThe salary for this role is $55,000 - $65,000 per year\nSupportive team in a fast-growing global company\nOpportunities for skill expansion and process improvements.\nAccess to Medical, Dental, Vision, 401k and PTO\nReady to be part of our mission? Apply now.\nVisit www.acusensus.com.au/careers 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 .\nAcusensus is proud to be an Affirmative Action/Equal Opportunity Employer. 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