Help Desk Supervisor

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. This position operates on a 24/7 shift pattern and may be rostered to provide support for normal Helpdesk shifts.

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

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)

Preferred Qualifications

• A technical qualification or postgraduate study in an IT-related field
• Contact centre experience
• A track record of resolving team friction before it escalates

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.

Benefits

• Supportive team in a fast-growing global company
• Opportunities for skill expansion and process improvements
• Access to Medical, Dental, Vision, 401k and PTO

Pay

The salary for this role is $55,000 - $65,000 per year.