Global Helpdesk Supervisor – Lead 2nd-Line Support & ITSM

GSA - Global Student Accommodation; Bristol; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading student accommodation provider is seeking a Helpdesk Supervisor in Bristol. This role involves supervising and mentoring the IT support team, managing vendor relationships, and ensuring efficient ticket resolution. The ideal candidate will have at least 5 years of IT support experience, including leadership, and technical proficiency in ITSM platforms. This is a full-time position offering opportunities for professional growth.

Qualifications

• 5+ years in IT support roles, including 2+ years in leadership.
• Experience in global hybrid environments.
• Familiarity with networking fundamentals (TCP/IP, VPN, DNS).

Responsibilities

• Supervise the second-line IT support team.
• Collaborate with outsourced first-line support.
• Monitor and enforce SLA compliance.

Skills

Proficiency in ITSM platforms (ServiceNow or FreshService)

Strong communication skills

Problem solving

Conflict resolution

Experience in a fast-paced environment

Education

Bachelor’s degree in IT, Computer Science or related field

Tools

Microsoft 365

Entra Azure AD

MS Intune

ServiceNow

Job description

A leading student accommodation provider is seeking a Helpdesk Supervisor in Bristol. This role involves supervising and mentoring the IT support team, managing vendor relationships, and ensuring efficient ticket resolution. The ideal candidate will have at least 5 years of IT support experience, including leadership, and technical proficiency in ITSM platforms. This is a full-time position offering opportunities for professional growth.