Yugo

Helpdesk Supervisor

• Location: Bristol Hybrid
• 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 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.

1. Team & Vendor Management:

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

• 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:
  o Strong communication skills for collaborating with global teams and external vendors.
  o Process driven, problem-solving, conflict resolution, and ability to thrive in a fast-paced environment