Head of Technology Services and Support

Career Choices Dewis Gyrfa Ltd; Manchester; On-site; GBP 50,000 - 57,000; Full time

Benefits offered by this job

25 days holiday per year

Comprehensive benefits package

Job summary

Career Choices Dewis Gyrfa Ltd is seeking a Head of Technology Services and Support to lead the delivery of technology support across a multi-campus university environment. You will shape how students and staff interact with technology and drive a modern, insight-led support function.

You will develop service management practices, oversee performance, and champion automation and AI-enabled solutions while ensuring effective supplier and partner management and clear communication on escalations.

Qualifications

• Significant experience leading IT support or service delivery in a multi-site environment.
• Experience building high-performing teams and cultivating quality and accountability.
• Strong understanding of service management and ITIL-aligned operations.
• Track record of improving technology services using data and metrics.

Responsibilities

• Lead Technology Services & Support across all campuses to ensure a consistent experience.
• Provide direction, coaching and support to managers and specialist teams.
• Oversee service performance, governance, prioritisation and escalation routes.
• Develop a modern support model balancing remote, regional on-site and specialist work.
• Ensure teaching spaces and end-user devices are reliable and responsive.
• Use feedback and metrics to shape future priorities and decisions.
• Lead initiatives on digital confidence, self-service tools and AI-enabled solutions.
• Ensure new technologies are documented with training and readiness plans.
• Manage relationships with suppliers and external partners for value for money.
• Act as a senior escalation point for significant issues.
• Contribute to technology strategy, workforce planning and change programmes.

Skills

IT leadership

Service delivery

ITIL

Automation

AI adoption

Stakeholder management

Job description

Head of Technology Services and Support Salary: £49,920 - £57,000 per annum Our client is a vibrant and growing university community dedicated to nurturing creativity and empowering students to reach their full potential.

With campuses across the UK, Ireland, and Germany, they offer a diverse range of courses in modern music, performing arts, filmmaking and creative technology.

Their commitment to excellence in creative arts education sets them apart, providing students with the knowledge, skills, and opportunities they need to succeed in their chosen fields.

About the Role

As Head of Technology Services & Support, you will lead the delivery and evolution of technology support services across a multi-campus university environment.

Working closely with colleagues across Technology, academic departments and professional services, you will help shape how students and staff interact with technology throughout their university experience.

This role combines strategic leadership with operational oversight, ensuring support services are effective, accessible and aligned with the needs of teaching, learning and business operations.

You will play a key role in developing a modern, insight-led support function, bringing together service management, digital adoption, classroom technology, user engagement and emerging technologies to create a consistent experience across the organisation.

What You'll Do:

• Lead Technology Services & Support across all campuses, ensuring a high-quality and consistent experience throughout.
• Provide direction, coaching and support to managers and specialist teams, fostering a collaborative and accountable culture.
• Oversee support operations, including service performance, governance, prioritisation, escalation routes and knowledge management.
• Develop and embed a support model that effectively balances remote assistance, regional on-site provision and specialist expertise.
• Ensure teaching spaces, classroom technology, AV systems and end-user devices are reliable and responsive to academic and operational requirements.
• Use feedback, service data and performance measures to identify challenges, inform decision-making and shape future priorities.
• Lead initiatives that strengthen digital confidence and encourage effective use of technology across the university community.
• Champion the use of self-service tools, automation and AI-enabled solutions to improve accessibility, efficiency and support outcomes.
• Ensure new technologies are introduced with appropriate documentation, training, communications and operational readiness arrangements.
• Manage relationships with suppliers and external partners to maintain quality, value for money and effective service delivery.
• Act as a senior point of escalation for significant support issues, ensuring clear communication and timely resolution.
• Contribute to technology strategy, workforce planning, investment decisions and organisational change programmes.

What You'll Bring:

• Significant experience leading IT support or service delivery functions within a complex, multi-site environment.
• Experience developing high-performing teams and fostering a culture of quality, accountability and continuous improvement.
• A strong understanding of service management principles and experience operating within ITIL-aligned environments.
• A track record of improving technology services through the effective use of user insight, performance data and operational metrics.
• Strong stakeholder management skills, with the ability to build trusted relationships and translate organisational needs into effective solutions.
• Experience managing suppliers, outsourced services and commercial partnerships.
• Excellent communication and influencing skills, with the ability to engage confidently with both technical and non-technical audiences.
• Knowledge of modern technology support approaches, including automation, digital adoption tools and AI-assisted services.
• Strong organisational skills, with the ability to balance strategic priorities and operational demands.

The postholder will be based within a commutable distance of one of seven UK campuses (Brighton, London, Essex, Bristol, Birmingham, Manchester or Leeds)

Why Apply?

Our client is a values-led organisation, meaning their core values underpin all that they do: Believe in Everyone, Challenge the Norm, Grow Together, Do The Right Thing, Own It.

• 25 days holiday per year (FTE)
• A comprehensive benefits package Our client continually strives to create a culture of inclusivity so that they truly represent their diverse communities.

They particularly welcome applications from people of colour who are underrepresented in their organisation.

Our client is committed to promoting the safety and welfare of their students therefore, all successful applicants are required to complete a basic DBS disclosure.

Depending on the role, you may be required to complete an enhanced check / enhanced check with barred list if required by statute and internal policy.