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Benefits: 25 days holiday, company pension scheme, sage benefits, free lunch
Disclaimer: Applicant must have the right to work in the UK, no sponsorship available.
Class Technology Solutions Ltd (CTS) is a leading provider of ICT solutions to the education sector in the UK. With over 20 years' experience, CTS has a proven track record of delivering high-quality, reliable, and quality solutions to school and colleges.
We are looking for an IT Service Manager to be based at one of our client sites.
Key Responsibilities:
1. Service Delivery and Strategy
* Oversee the smooth delivery of IT services across the school, ensuring uptime, security, and end-user satisfaction.
* Work closely with the IT Management Group to align services with the school's digital and strategic aims.
* Maintain accurate documentation for systems, processes, downtime schedules, and asset management.
* Ensure compliance with all internal IT policies, safeguarding expectations, and GDPR regulations.
2. Technical Leadership
* Take overall technical leadership of the department, acting as the escalation point for advanced technical issues before they are referred to CTS Helpdesk or Senior Engineers.
* Resolve or appropriately escalate technical problems, maintaining a proactive, solution-driven approach.
* Provide regular updates to the IT Management Group, including:
* Number and nature of technical escalations
* New technical implementations or system upgrades
* Flagged technical risks requiring attention (budget or downtime related)
* A planned downtime and maintenance schedule
* Distribute a weekly Senior Engineering task list to the relevant team.
3. Technical Maintenance
* Perform or oversee daily system and network checks as defined by CTS guidelines.
* Collaborate with the Assistant Network Manager on planning and approving outages or major configurations.
* Ensure regular patching, updates, and upgrades across school IT infrastructure.
* Maintain operational integrity and reliability of all core systems and services.
4. Team Management and Development
* Line manage the Assistant Network Manager and IT Engineer, who handle the day-to-day operation of the helpdesk and fulfil IT support requests from across the school.
* Ensure the team is effectively resourced, supported, and working collaboratively to meet departmental goals.
* Oversee staff scheduling, holiday cover, and rota planning, in coordination with the Assistant Network Manager.
* Provide ongoing training and professional development opportunities to the team.
* Ensure open communication, shared decision-making, and fair workload distribution across the department.
* Support and advise staff and students on IT use, providing expertise and fostering digital confidence across the school.
Person Specification:
* Experience managing IT services and technical teams, preferably in an educational setting.
* Strong leadership and communication skills, with confidence in engaging senior stakeholders and cross-departmental teams such as the IT Management Group.
* Broad technical expertise across infrastructure, networks, cloud services, and support.
* Proven ability to manage escalations and mentor team members.
* Excellent organisational and planning skills.
* Strong understanding of safeguarding, cybersecurity, and data protection.
* ITIL certification or equivalent experience in structured IT service management.
* Knowledge of school MIS systems, Microsoft 365, and education-specific software.
* Experience managing IT projects and implementing new systems.
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