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- Tasks: Lead and mentor the IT support team to ensure top-notch service delivery.
- Company: Join GSA, a global leader in student accommodation with a vibrant culture.
- Benefits: Enjoy a competitive salary, flexible working options, and opportunities for growth.
- Why this job: Make a real difference by enhancing IT support for students worldwide.
- Qualifications: 5+ years in IT support with leadership experience; tech-savvy and problem-solving skills.
- Other info: Dynamic role with a chance to work in a global hybrid environment.
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 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
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, especially those who might know about opportunities at GSA. A friendly chat can sometimes lead to a referral, which is always a bonus.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and soft skills. Think about how you can demonstrate your leadership experience and problem-solving abilities, as these are key for the Helpdesk Supervisor role.
✨Tip Number 3
Showcase your knowledge of ITSM tools like FreshService during interviews. Be ready to discuss how you've used them in past roles to improve ticket resolution times and team performance.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the GSA team.
We think you need these skills to ace Helpdesk Supervisor
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. Let us know why you’re excited about joining GSA!
Showcase Your Technical Skills: Since this role requires proficiency in ITSM tools and other technical skills, make sure to list these clearly in your application. We love seeing candidates who can hit the ground running with tools like FreshService and Microsoft 365!
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 that you’re genuinely interested in being part of our team!
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 with ITSM tools like FreshService and Microsoft 365. Be ready to discuss how you've used these tools in past roles, as well as any troubleshooting experiences you've had with hardware and software issues.
✨Showcase Your Leadership Skills
Since this role involves supervising a team, be prepared to share examples of how you've successfully led teams in the past. Talk about your mentoring style, how you handle conflicts, and any strategies you've implemented to improve team performance.
✨Understand the Company’s Needs
Research GSA and understand their operations, especially in relation to global hybrid environments. This will help you tailor your answers to show how your experience aligns with their specific challenges and goals.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific situations, such as resolving escalated issues or managing vendor relationships. Think through some scenarios in advance and outline your thought process to demonstrate your problem-solving skills.