Additional Resources Ltd.
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I.T Operation / Service Support Manager - Education, Schools - London

I.T Operation / Service Support Manager - Education, Schools - London

Package: £35 to £40k, plus Pension, Private Health & Life Cover

A leading supplier of IT Managed Service & ITO solutions within the education/schools/Academy market require an I.T Support Manager to manage and support a number of schools based in the London Area.


Remote Management of on-site technicians located at the schools
Ensuring that the on-site staff meet all targets set within the authority service level agreement and that no KPI penalties are incurred
Develop and maintain a strong working relationship with all staff under your direction
Attend regular meetings within the schools, representing Managed Services to focus on service delivery linked to the SLA
Develop, document and implement processes and procedures within the schools that introduce improvements to the level of service provided
Ensure on-site staff have the tools and necessary training to carry out their roles in line with their defined responsibilities
To provide support, guidance and assistance to all on-site school staff
Pro-actively monitor all incidents across the school.
Co-ordinate the installation of 3rd party software to the school image along with SIMS upgrades and patches
Management and co-ordination of holiday arrangements of the on-site staff to ensure the school at all times has staff available to meet agreed service levels
Build a relationship with the Managed Service team to ensure that the relationship between the on-site staff and the staff are at all times of the highest order
To ensure all on-site staff are at all times compliant with all health and safety working practices.
Ensure that all matters needing escalation are done so in a timely and effective manner.

Key Skills:

Strong people management and service delivery skills within School environment preferably
Experience of providing service support in a Managed Service environment
Ability to work under pressure and across multiple work streams
Excellent communication and presentation skills
ITIL foundation level qualified

Key words, field support manager, education, academies

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