Helpdesk Supervisor

Helpdesk Supervisor

Join to apply for the Helpdesk Supervisor role at GSA - Global Student Accommodation

Yugo operates in the student accommodation industry, providing vibrant living experiences globally. This role focuses on delivering exceptional internal IT support for employees, ensuring seamless technology operations across our global teams.

• 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/resolution times using ITSM tools (e.g., Fresh Service).
• 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 (e.g., ticket backlog, user feedback) to identify trends and recommend improvements.

• Resolve escalated hardware/software issues (e.g., Microsoft 365, Active Directory, network troubleshooting).
• Partner with infrastructure, cybersecurity, and third‑party vendors to resolve systematic issues.

• Generate weekly/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.

• Education:
  
  Bachelor’s degree in IT, Computer Science, or related field OR 5+ years of equivalent IT experience.
• Experience:
  
  5+ years in IT support roles, including 2+ years in leadership (supervising teams and/or managing vendor relationships). Experience working in global hybrid environments and coordinating with outsourced providers.
• Technical
  
  Skills:
  
  Proficiency in ISM platforms (e.g., Service Now/Fresh Service), 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, Azure).
• Certifications:
  
  Preferred certifications – ITIL, CompTIA A+/Network+, 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.

Not Applicable

Full‑time

Science and Consulting

Civil Engineering

Bristol, England, United Kingdom