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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.