Education Service Delivery Manager. Job in London Education & Training Jobs

MFK Recruitment; London; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A leading company in the education sector is seeking an Education Service Delivery Manager to oversee Helpdesk Engineers and ensure efficient customer service. The role involves managing incidents, performance, and providing technical support across multiple sites. Ideal candidates will have experience in educational settings and strong technical skills, particularly in Microsoft Office and Active Directory.

Qualifications

• At least 2 years' experience supporting schools or colleges.
• Over 6 months' experience as a network manager or technical lead.

Responsibilities

• Manage Helpdesk Engineers and develop training programs.
• Handle performance management and salary recommendations.
• Provide Level 1, 2, and 3 technical support.

Skills

Microsoft Office

Active Directory

Group Policy

Firewall

VPN

Hyper-V

VMware

Veeam

Switch configuration

Job description

We have an exciting opportunity for an Education Service Delivery Manager to join our well-established client.

MFK Recruitment has successfully recruited 42 IT Professionals for this company over the past 5 years, with 31 still employed there! The company is highly ambitious and eager to attract individuals who are keen to progress and succeed.

The successful candidate will typically work from home 1-2 days per week. The Service Delivery Manager must own a vehicle, as there will be some travel primarily around East London and occasionally outside the M25.

About the role:

The Education Service Delivery Manager will serve as the primary manager and escalation point for Education customers and sites. You will manage Helpdesk Engineers and collaborate closely with other SDMs, Onsite Education Engineer teams, and Account Managers to meet customer requirements efficiently. The goal is to resolve customer issues by delivering the right solutions first time, on time, every time.

Education Service Delivery Manager - Main responsibilities:

• Act as the primary escalation point for education engineer teams and ESDMs.
• Manage Helpdesk Engineers directly, including identifying skills gaps, creating skills matrices, developing and implementing training programs at individual and team levels, and providing tangible reports linking service improvements to individual and team performance.
• Oversee performance management, including regular check-ins, performance reviews, and development plans, as well as managing disciplinary actions when necessary, including performance grading and salary recommendations.
• Provide technical support advisory to the service manager on all incidents and problems.
• Take ownership of major service incidents, investigating, diagnosing, identifying root causes, and implementing corrective actions to prevent recurrence.
• Deliver Level 1, 2, and 3 server, network, and desktop technical support, ensuring high first-time fix rates.
• Manage incidents and problems, taking over from 1st or 2nd line engineers when escalation is required.

Qualifications & Knowledge:

• At least 2 years' experience as a senior engineer supporting schools or colleges, with previous experience at other levels.
• Minimum 6 months' experience as a network manager or technical lead within an educational setting.
• Experience managing or supporting projects.
• Experience in a customer-facing role.
• Experience supporting multi-site clients.

Skills & Experience:

• Proficiency in Microsoft Office applications.
• Knowledge of MS Windows server and desktop platforms.
• Hardware skills including upgrades, firmware, RAID, and iLO.
• Active Directory configuration and troubleshooting.
• Group Policy management.
• Firewall, router, VPN installation and troubleshooting.
• Office 365 account management and troubleshooting.
• Basic skills in Microsoft Hyper-V and VMware.
• Experience with Veeam backups.
• Network switch configuration, VLAN setup, and troubleshooting.

We welcome applications from candidates with experience in the Education sector, especially those who have served as a Network Manager, IT Manager, Technical Lead, or Senior Engineer.