Helpdesk Supervisor

GSA - Global Student Accommodation; West of England; 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

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 Level

Not applicable.

Employment Type

Full-time.

Job Function

Science and Consulting.

Industries

Civil Engineering.