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- Tasks: Lead and mentor the IT support team, ensuring top-notch service and efficient ticket resolution.
- Company: Join GSA - Global Student Accommodation, a leader in student housing solutions.
- Benefits: Full-time role with competitive salary and opportunities for professional growth.
- Why this job: Make a real impact by enhancing IT support for students worldwide.
- Qualifications: 5+ years in IT support with leadership experience; strong communication skills required.
- Other info: Dynamic work environment with a focus on collaboration and innovation.
The predicted salary is between 36000 - 60000 £ per year.
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.
Helpdesk Supervisor in Bristol employer: GSA - Global Student Accommodation
Contact Detail:
GSA - Global Student Accommodation Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Supervisor in Bristol
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, especially those who might know someone at GSA. A friendly chat can sometimes lead to insider info or even a referral.
✨Tip Number 2
Prepare for the interview by brushing up on common helpdesk scenarios. Think about how you’d handle ticket prioritisation or resolve a tricky software issue. We want you to shine when it comes to showcasing your problem-solving skills!
✨Tip Number 3
Don’t forget to research GSA! Knowing their values and recent projects can help you tailor your responses during the interview. It shows you’re genuinely interested and ready to contribute to their team.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’ve got loads of resources to help you prepare for the next steps in the hiring process.
We think you need these skills to ace Helpdesk Supervisor in Bristol
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Helpdesk Supervisor role. Highlight your experience in IT support and leadership, and don’t forget to mention any relevant certifications. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the role. Share specific examples of how you've supervised teams or improved processes in previous jobs. We love a good story!
Show Off Your Technical Skills: Since this role involves a lot of technical know-how, make sure to list your proficiency with ITSM tools like FreshService, Microsoft 365, and any other relevant tech. We’re keen to see how you can bring your expertise to our team!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re serious about joining our team at GSA!
How to prepare for a job interview at GSA - Global Student Accommodation
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially around Microsoft 365, Active Directory, and ITSM tools like FreshService. Be ready to discuss how you've used these in past roles, as well as any troubleshooting experiences you've had.
✨Showcase Your Leadership Skills
Since this role involves supervising a team, be prepared to share examples of how you've mentored or led others in previous positions. Highlight your approach to conflict resolution and how you ensure your team meets SLAs.
✨Understand the Company’s Needs
Research GSA and their global operations. Understand their service quality expectations and think about how you can contribute to improving ticket resolution times and user satisfaction. This shows you're genuinely interested in the role.
✨Prepare for Scenario Questions
Expect questions that ask how you'd handle specific situations, like escalating issues or prioritising tickets across different time zones. Think through your problem-solving strategies and be ready to explain your thought process clearly.
