IT Helpdesk Manager Charterhouse is seeking to recruit an IT Helpdesk Manager who will be responsible for overseeing the delivery of high-quality IT support services across the school, ensuring that the Helpdesk team provides timely, effective, and customer-focused assistance. This role requires a proactive, adaptable, and service-oriented approach, with strong leadership and communication skills and a technical background to support a multi school environment. Key Responsibilities: Leadership and Oversight Manage and support the IT Helpdesk team, ensuring consistent delivery of exemplary customer service to staff, pupils, the wider school community, and third parties (e.g. event organisers). This includes ensuring appropriate deconfliction of resources with other departments throughout the group of Monitor Helpdesk performance for the group of schools, ensuring service requests are responded to promptly and appropriately escalated when necessary. Maintain and improve Helpdesk processes, workflows, and documentation to ensure operational efficiency and service quality. Service Delivery Ensure all service requests received via email, Helpdesk tickets, phone calls, or in-person are accurately logged and tracked in the Helpdesk system. Oversee the operational readiness of IT facilities in hash rooms, computer rooms, boarding houses, and academic areas, including computers, projectors, and docking stations. Coordinate IT support for the group of schools, during hashes and school events, ensuring minimal disruption and maximum availability of resources. Technical Support Supervise the provision of hardware support for desktops, laptops, mobile devices (including iPads), printers, copiers, peripherals, and phones. Ensure software support is provided for standard school systems, escalating to appropriate support area as necessary and monitoring progress until resolution of the support request. Manage installation and rollout of computer systems across the group of schools, including providing support in person as a member of the support function. This includes oversight of the imaging and deployment of school computers to standard configurations. Systems and Reporting Ensure regular updates to the Helpdesk system and asset databases, maintaining accurate records of incidents, resolutions, and inventory. Analyse Helpdesk data to identify trends, recurring issues, and opportunities for improvement. Provide regular reports to the Head of IT on Helpdesk performance, user satisfaction, and service metrics. An attractive salary is offered, together with benefits including membership of the Sports Club, Employee Assistance Programme, cash health plan and contributory pension scheme. For informal enquiries, please contact Anna Hurley, HR Manager at annahurley@charterhouse.org.uk