Helpdesk Supervisor

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.