Technology Support Manager

BIMM University; Kemp Town Estate; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading educational institution in the UK is seeking a dedicated individual to lead and mentor the technology support team. You will manage the helpdesk operations, ensuring timely resolutions and effective collaboration across campuses. This role requires strong leadership and stakeholder management skills, alongside technical expertise in cloud technologies and cyber security. With a commitment to inclusivity and excellence in education, we invite you to apply for this dynamic position.

Benefits

25 days holiday per year (FTE)

SMART pension

Comprehensive benefits package

Qualifications

• Strong leadership skills with a calm, personable approach.
• Proven experience managing a helpdesk in a fast-paced, international organization.
• Solid understanding of Microsoft Cloud Technologies and cyber security best practices.

Responsibilities

• Lead, mentor, and develop the technology support team.
• Manage the Technology Operations helpdesk and ensure timely resolution of tickets.
• Oversee key operational functions like performance reviews and holiday requests.

Skills

Leadership skills

Helpdesk management

Stakeholder management

Communication skills

Microsoft Cloud Technologies

Cyber security best practices

Network infrastructure

Job description

What You ll Do

• Lead, mentor, and develop the technology support team.
• Manage the Technology Operations helpdesk, ensuring timely resolution of tickets across the University while maintaining service level agreements (SLAs).
• Act as the escalation point for Regional Technology Supervisors and complex technical issues.
• Oversee key operational functions, including performance reviews, inductions, holiday requests, and escalated absence management for support staff.
• Collaborate with the Technology Operations Managers to share knowledge and improve support processes.
• Work with third‑party vendors to resolve infrastructure issues efficiently.
• Develop and implement best practice processes for ticket resolution and support services.
• Provide detailed reports on ticket management trends, successes, and areas for improvement.
• Engage with Campus Deans and Deans of Faculty to tailor support services based on campus‑specific needs.
• Work closely with Technology Operations and Development Managers to oversee infrastructure updates and changes.
• Strong leadership skills with a calm, patient, and personable approach.
• Proven experience managing a helpdesk in a fast‑paced, multi‑site, international organisation.
• Excellent stakeholder management and communication skills.
• Solid understanding of Microsoft Cloud Technologies, server management, and cyber security best practices.
• Proficiency in Mac OS and experience with network infrastructure, including MPLS meshed networks.
• Ability to produce and present helpdesk analysis reports.
• Willingness to travel to campuses, sometimes at short notice, and work evenings/weekends as needed.
• A collaborative mindset, able to share and receive ideas to drive team success.

About BIMM University

At BIMM University, we're more than just an educational institution; we're a vibrant community dedicated to nurturing creativity and empowering students to reach their full potential. With campuses across the UK, Ireland, and Germany, we offer a diverse range of courses in modern music, performing arts, filmmaking and creative technology. Our commitment to excellence in creative arts education sets us apart, providing students with the knowledge, skills, and opportunities they need to succeed in their chosen fields.

We are a values‑led organisation, meaning our core values underpin all that we do: Believe in Everyone, Challenge the Norm, Grow Together, Do The Right Thing, Own It.

Benefits

• 25 days holiday per year (FTE)
• SMART pension
• A comprehensive benefits package

We continually strive to create a culture of inclusivity so that we truly represent our diverse communities. We particularly welcome applications from people of colour who are underrepresented in our organisation. We are committed to promoting the safety and welfare of our 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.