Helpdesk Supervisor
6 days ago
Helpdesk Supervisor Location: Bristol Hybrid (UK) Overview Helpdesk Supervisor Location: Bristol Hybrid Working Period: Permanent / Full Time Reports to: Global IT Operations Manager Salary: £43,908.90 OverviewYugo operates in the student accommodation industry, providing vibrant living experiences globally. This roles focuses on delivering exceptional internal IT support for employees, ensuring seamless technology operations across our global teams. The IT Helpdesk Supervisor will oversee the resolution of technical issues for employees, ensuring adherence to SLAs and maintaining high user satisfaction. This role supervises the second-line support team, liaises with an outsourced first-line support provider, and escalates complex issues to third-line teams. The ideal candidate combines technical expertise with leadership skills to optimize workflows and procedures in a global hybrid environment. Responsibilities 1. Team & Vendor Management: 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. 2. 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. 3. 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. 4. 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. 5. 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. Qualifications 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. Min GBP £43,908.90/Yr. Max GBP £43,908.90/Yr. #J-18808-Ljbffr
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Helpdesk Supervisor
5 days ago
Bristol, United Kingdom GSA - Global Student Accommodation Full timeHelpdesk Supervisor Join to apply for the Helpdesk Supervisor role at GSA - Global Student Accommodation 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....
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Helpdesk Supervisor
7 days ago
Bristol, Bristol, United Kingdom Yugo Full time £43,090 per yearJob TitleHelpdesk SupervisorLocation : LocationUK-BristolOverviewHelpdesk SupervisorLocation: Bristol Hybrid (Minimum 3 days a week in the Bristol office)Working Period: Permanent / Full TimeReports to: Global IT Operations ManagerSalary: £43,908.90OverviewYugo operates in the student accommodation industry, providing vibrant living experiences globally....
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Global IT Helpdesk Supervisor
5 days ago
Bristol, United Kingdom GSA - Global Student Accommodation Full timeA student accommodation company in Bristol is seeking a Helpdesk Supervisor to lead an IT support team, ensuring efficient ticket resolution and service quality in a global setting. The ideal candidate has over 5 years of IT support experience, including 2 years in a leadership role. This full-time position requires proficiency in ITSM platforms and strong...
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Helpdesk Supervisor
1 week ago
Bristol, United Kingdom Yugo Full timeLocation : Location UK-Bristol Overview Helpdesk Supervisor Location: Bristol Hybrid (Minimum 3 days a week in the Bristol office) Working Period: Permanent / Full Time Reports to: Global IT Operations Manager Salary: £43,908.90 Overview Yugo operates in the student accommodation industry, providing vibrant living experiences globally. This roles focuses on...
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Helpdesk Supervisor
1 week ago
Bristol, Bristol, United Kingdom Yugo Full time £43,908 per yearJob TitleHelpdesk SupervisorLocation : LocationUK-BristolOverviewHelpdesk SupervisorLocation: Bristol Hybrid Working Period: Permanent / Full Time Reports to: Global IT Operations Manager Salary: £43,908.90OverviewYugo operates in the student accommodation industry, providing vibrant living experiences globally. This roles focuses on delivering exceptional...
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Helpdesk Supervisor
1 week ago
Bristol, Bristol, United Kingdom Yugo Full time £43,908 per yearLocation : LocationUK-Bristol*Overview*Helpdesk SupervisorLocation: Bristol HybridWorking Period: Permanent / Full TimeReports to: Global IT Operations ManagerSalary: £43,908.90OverviewYugo operates in the student accommodation industry, providing vibrant living experiences globally. This roles focuses on delivering exceptionalinternal IT supportfor...
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Helpdesk Supervisor
1 week ago
Bristol, Bristol, United Kingdom GSA - Global Student Accommodation Full time £43,000 - £60,000 per yearHelpdesk SupervisorLocation: Bristol HybridWorking Period: Permanent / Full TimeReports to: Global IT Operations ManagerSalary: £43,908.90OverviewYugo operates in the student accommodation industry, providing vibrant living experiences globally. This roles focuses on delivering exceptionalinternal IT supportfor employees, ensuring seamless technology...
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Helpdesk Supervisor
1 week ago
Bristol, United Kingdom Yugo Full timeLocation : Location UK-Bristol Overview Helpdesk SupervisorLocation: Bristol Hybrid (Minimum 3 days a week in the Bristol office)Working Period: Permanent / Full TimeReports to: Global IT Operations ManagerSalary: £43,908.90OverviewYugo operates in the student accommodation industry, providing vibrant living experiences globally. This roles focuses on...
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Helpdesk Supervisor
6 days ago
Bristol, United Kingdom GSA - Global Student Accommodation Full timeJoin 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...
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Helpdesk Supervisor
1 week ago
Bristol, United Kingdom Yugo Full timeLocation : LocationUK-BristolOverviewHelpdesk SupervisorLocation: Bristol Hybrid (Minimum 3 days a week in the Bristol office)Working Period: Permanent / Full TimeReports to: Global IT Operations ManagerSalary: £43,908.90OverviewYugo operates in the student accommodation industry, providing vibrant living experiences globally. This roles focuses on...
