Helpdesk Supervisor

Job description

Join to apply for the Helpdesk Supervisor role at GSA - Global Student Accommodation (Bristol, England, United Kingdom).

Reports to: Global IT Operations Manager.

Responsibilities

Supervise and mentor the second-line IT support team, ensuring efficient ticket resolution and adherence to SLAs.

Collaborate with the outsourced first-line support provider to maintain service quality, troubleshoot gaps, and align processes.

Escalate critical issues to third-line support teams or external vendors as needed.

Monitor and enforce agreed response and resolution times using ITSM tools such as FreshService.

Prioritise and assign tickets based on urgency, complexity, and global time zones.

Develop and update knowledge base articles, procedures, workflows and training materials for internal teams and outsourced partners.

Analyse performance metrics such as ticket backlog and user feedback to identify trends and recommend improvements.

Resolve escalated hardware and software issues such as Microsoft 365, Active Directory, and network troubleshooting.

Partner with infrastructure, cybersecurity and third-party vendors to resolve systematic issues.

Generate weekly or monthly reports on team performance, SLA compliance and system uptime for senior leadership.

Act as a bridge between technical teams and non-technical stakeholders to ensure clarity and alignment.

Qualifications

Education: Bachelor's degree in IT, Computer Science or a related field, or 5+ years of equivalent IT experience.

Experience: 5+ years in IT support roles, including 2+ years in leadership such as supervising teams or managing vendor relationships; experience working in global hybrid environments and coordinating with outsourced providers.

Technical Skills: Proficiency in ITSM platforms such as ServiceNow or FreshService, Microsoft 365, Entra Azure AD, MS Intune or other MDM solutions and remote support tools; familiarity with networking fundamentals TCP/IP VPN DNS and cloud platforms AWS and Azure.

Certifications: Preferred certifications include ITIL, CompTIA A+ Network+ and HDI.

Soft Skills: Strong communication skills for collaborating with global teams and external vendors; process-driven, problem solving, conflict resolution and ability to thrive in a fast-paced environment.

Seniority LevelNot applicable.

Employment TypeFull-time.

Job FunctionScience and Consulting.

IndustriesCivil Engineering.

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Extra information

Status

Open

Education Level

Secondary School

Location

Bristol

Type of Contract

Full-time jobs

Published at

15-05-2026

Profession type

Management

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English