At a Glance
- 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.
- Other info: Dynamic role with a chance to work in a global hybrid environment.
- 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.
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
GSA - Global Student Accommodation is an exceptional employer that values innovation and teamwork, providing a dynamic work environment in the vibrant city of Bristol. Employees benefit from comprehensive training and development opportunities, fostering personal and professional growth while enjoying a supportive culture that prioritises collaboration and excellence in service delivery. With a focus on employee well-being and a commitment to maintaining high standards in IT support, GSA offers a rewarding career path for those looking to make a meaningful impact in the global student accommodation sector.
Contact Details:
GSA - Global Student Accommodation Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Supervisor
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what GSA - Global Student Accommodation values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges GSA - Global Student Accommodation might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
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Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at GSA - Global Student Accommodation!
✨Direct Apply to GSA - Global Student Accommodation
Let's not forget to apply directly through the GSA - Global Student Accommodation website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Helpdesk Supervisor
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at GSA - Global Student Accommodation.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at GSA - Global Student Accommodation. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at GSA - Global Student Accommodation
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
