Help Desk Supervisor

Help Desk Team LeaderAcusensus 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.What you'll do:Supervise, mentor, and develop two Help Desk team members through 1:1 coaching and group trainingAct as the primary escalation point for issues raised by the team, resolving what you can and escalating what you can'tManage rostering and workforce planning to ensure consistent 24/7 coverage, including covering shifts when neededBuild and maintain Help Desk procedures and protocols, and drive ongoing improvementsCommunicate across departments and be the link between the Help Desk and other teams, Program Managers, and Service DeliveryOwn daily, weekly, and monthly reporting on team and program performance, including KPI and SLA metricsSupport 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.