Global IT Support Supervisor (2nd Line)

GSA Group; Bristol; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A global IT services provider is seeking an experienced IT Support Team Leader to supervise and mentor the second-line IT support team. This role involves ensuring efficient ticket resolution, SLA compliance, and collaboration with outsourced providers. Candidates should have 5+ years in IT support roles, of which 2+ years are in leadership. A bachelor’s degree in IT or a related field is required. Preferred certifications include ITIL and CompTIA. Strong communication and problem-solving skills are essential for success.

Qualifications

• 5+ years in IT support roles, including leadership experience.
• Experience in global hybrid environments.
• Certifications such as ITIL, CompTIA A+/Network+, HDI preferred.

Responsibilities

• Supervise and mentor second-line IT support team.
• Monitor SLA compliance and manage ticket prioritization.
• Generate reports on team performance and system uptime.

Skills

Proficiency in ISM platforms

Strong communication skills

Process driven

Problem-solving

Conflict resolution

Education

Bachelor’s degree in IT, Computer Science, or related field

Tools

ServiceNow

Microsoft 365

Entra (Azure AD)

MS Intune

FreshService

Job description

A global IT services provider is seeking an experienced IT Support Team Leader to supervise and mentor the second-line IT support team. This role involves ensuring efficient ticket resolution, SLA compliance, and collaboration with outsourced providers. Candidates should have 5+ years in IT support roles, of which 2+ years are in leadership. A bachelor’s degree in IT or a related field is required. Preferred certifications include ITIL and CompTIA. Strong communication and problem-solving skills are essential for success.