IT Service Manager

HARRIS FEDERATION; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

Join a leading educational organization as an IT Service Manager, where you'll be the key problem-solver for desktop support across multiple academies. Collaborate with various teams to ensure quality IT services and enhance the learning experience for students. Your role will involve managing IT support tickets, providing technical guidance, and implementing solutions to improve service delivery. This position offers a chance to make a significant impact in a supportive and diverse environment.

Benefits

Annual performance and loyalty bonus

Pension scheme with generous employer contribution

26 days' annual leave plus bank holidays

Harris Wellbeing Cash Plan

Employee Assistance Programme

Cycle to work salary sacrifice scheme

20% off at Tapi Carpets

Interest-free ICT and season ticket loans

Qualifications

• Confident communicator with excellent verbal and written skills.
• Demonstrable track record of balancing priorities and working to strict timescales.

Responsibilities

• Provide high-quality technical support to staff and students.
• Ensure IT support tickets are logged and resolved within SLA.
• Identify recurring IT incidents and perform root cause analysis.

Skills

Communication

Problem Solving

Self-management

Adaptability

Technical Support

Tools

Microsoft Office 365

SharePoint

Job description

WORKING WITH US

The founder and sponsor of the Harris Federation, Lord Harris of Peckham, opened our first school in 1990. We have, over the past thirty years, implemented ideas and initiatives that have transformed the opportunities of pupils from working class and disadvantaged backgrounds. Harris academies are widely recognised as a force for social mobility. We are immensely proud of the role that our alumni are now beginning to play in the world and of what we believe our current generation of pupils will go on to achieve.

We now have over 50 schools educating more than 40,000 young people across London and Essex, and employ over 5,000 staff across our academies and head office. With the majority of our academies located in areas of high socioeconomic disadvantage, a high-quality education is key to the futures of the pupils we serve.

As a provider of employment and education, we value the diversity of our staff and students, and all our staff are equally valued and respected. We are committed to providing a fair, equitable and mutually supportive learning and working environment for our students and staff.

Our work will impact many generations to come, and our staff come from all backgrounds and walks of life, coming together to inspire young minds. We promote an inclusive culture that embraces the valuable and enriching contribution that all of our community make. We continue to be proactive in uplifting and supporting all voices at Harris.

To discover more about our culture, ethos and what it is like to work here, visit the Why Work For Us page.

ABOUT THIS OPPORTUNITY

Step into the role of IT Service Manager and become the key problem-solver for desktop support at the Academies in your care. You'll collaborate with the Academy SLT, IT Technicians, and Central ICT Team to ensure quality IT services that meet all SLAs. This is your chance to make a significant impact and keep everything running seamlessly!

MAIN AREAS OF RESPONSIBILITY

Your responsibilities will include:

• Providing high-quality technical support, advice and guidance to the staff and students at the Academies in your care.
• Ensuring that all Academy IT support needs are logged appropriately on the Service Management system.
• Ensuring that Academy IT support tickets are resolved within the target resolution time as dictated by the SLA.
• Retaining ownership of escalated IT support tickets and ensure local staff are regularly informed of the status of their ticket.
• Re-routingor escalating IT support tickets to the appropriate team and work with 3rd line support, Project Managers and the relevant stakeholders to achieve resolution.
• Identifying and implementing workarounds for desktop related problems and document these within the Knowledge Base.
• Identifying recurring IT incidents and perform root cause analysis to identify the underlying cause.
• Coordinating Incident tracking efforts and notification to Customers through the service desk; maintain regular communications with the appropriate local staff until Incident resolution.
• Raising Change Requests (RFCs) as necessary to implement permanent solutions and prevent future incidents occurring.
• Notifying the key contacts within the Academies in your care upon detection of a major incident affecting the delivery or operation of any centrally hosted service.

A full list of responsibilities can be found in the Job Pack.

WHAT WE ARE LOOKING FOR

We would like to hear from you if you are:

• A confident communicator at all levels, with excellent verbal and written communication skills.
• You must be self-motivated, with a can-do attitude and a strong commitment to delivering results.
• Ability to self-manage, organise, prioritise and work under pressure during troubleshooting and problem-solving.
• A demonstrable track record of balancing priorities and working to strict timescales to deliver results on time and to a high quality in a fast paced, constantly changing environment.
• You must be flexible, adaptable and capable of handling the various pressures and demands associated with this highly customer focused ICT support role.
• Good knowledge of Microsoft products, including Office 365 and Office 2016, SharePoint and other desktop related software products.
• Excellent troubleshooting and resolution skills, backed by a clear, analytical approach to problem solving.
• Ability to react quickly and effectively to issues and opportunities.

For a full person specification, please download the Job Pack.

APPLYING FOR THIS POSITION

If you would like to discuss the opportunity further, or if you have any questions, please contact us via email to arrange a conversation.

Before applying please ensure you download the job pack from our careers website, this will help with completing your application. Please note that we only accept applications submitted online before the closing date.

When applying, you will have the option to import your CV or use a LinkedIn profile which will auto populate the online application.

A reminder to check your junk mail for our email communications and add us to your safe senders list to ensure all future email communication is received.

OUR VISION & VALUES

Our vision, from the start, has been to provide the structure and services needed for our schools to amount to more than the sum of their parts, and to free-up our teachers and leaders to focus on one thing and one thing only: the outstanding education of all their pupils. Our young people and communities are at the heart of everything we do. Our core mission has always been to close the educational gap between young people from disadvantaged backgrounds and their peers. Our ambition is one where every child in London, no matter their background, has equal access to high quality education, giving them the same opportunities and potential to succeed.

We know there are many challenges facing our young people and the communities we serve, and that’s why we need determined people like you to help us tackle those inequalities. Whilst each of our academies has their own unique cultures and values; as a whole Federation, we have four core values which are central to successfully achieving our vision: Excellence, Collaboration, Support, and Innovation. We are proud of our values because they guide us in how we work allowing us to achieve the best possible outcomes for our young people, communities, and colleagues.

IMPORTANT INFORMATION

Safeguarding Notice

The Harris Federation and all our academies are committed to ensuring the highest levels of safeguarding and promoting the welfare of children and young people, and we expect all our staff and volunteers to share this commitment. All offers of employment are subject to an enhanced Disclosure and Barring Service (DBS) check, references, an online search, and where applicable, a prohibition from teaching check will be completed.

Equal Opportunities

The Harris Federation is an equal opportunities employer and welcomes applications from all suitably qualified candidates. We value the diversity of our staff and students, and everyone at the Harris Federation is equally valued and respected. We aim to be an inclusive employer that reflects the communities we serve. We are committed to providing a fair, equitable and mutually supportive learning and working environment.

WHAT WE CAN OFFER YOU

Harris has a strong culture of collaboration and best practice, with professional development and career planning at its centre. We invest in our staff with support, coaching, mentoring, and a wide range of top-quality training programmes delivered at every level.

You will also have access to a variety of benefits, support programmes and initiatives including:

• Excellent opportunities for continuous professional development and career progression
• Annual performance and loyalty bonus
• Pension scheme (Teachers' Pension Scheme or Local Government Pension Scheme) with generous employer contribution
• 26 days' annual leave (inclusive of our Christmas Eve closure day) plus bank holidays, rising to 27 days after 2 years' service, or equivalent for staff on term time contracts
• Harris Wellbeing Cash Plan including cover for routine and specialist healthcare
• Employee Assistance Programme for free and confidential advice
• Cycle to work salary sacrifice scheme
• Wide range of shopping, leisure, and travel discounts
• 20% off at Tapi Carpets, exclusive to Harris employees
• Interest-free ICT and season ticket loans

For most non-teaching staff based at our Head Office in East Croydon, we also offer lifestyle friendly working arrangements including flexible start and end times, and hybrid working with two days from home and three days on site.