Helpdesk Supervisor

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

Reports to: Global IT Operations Manager

Overview

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.

Supervision & Mentoring

• Supervise and mentor the second-line IT support team, ensuring efficient ticket resolution and adherence to SLAs.
• Collaborate with an 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.

Operations & SLA Compliance

• Monitor and enforce agreed response/resolution times using ITSM tools (e.g., FreshService).
• Prioritise and assign tickets based on urgency, complexity, and global time zones.

Process Improvement

• 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.

Technical Leadership

• 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.

Reporting & Communication

• 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., ServiceNow/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, 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.