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- Tasks: Lead IT support for schools, solving tech issues and ensuring smooth operations.
- Company: Harris Federation transforms education for over 40,000 students across London and Essex.
- Benefits: Enjoy flexible working, professional development, and a range of employee perks.
- Why this job: Make a real impact in education while working in a supportive, inclusive environment.
- Qualifications: Strong communication skills, IT knowledge, and a proactive attitude are essential.
- Other info: Join a diverse team committed to social mobility and student success.
The predicted salary is between 28800 - 48000 £ per year.
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
- 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-routing or 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.
WHAT WE ARE LOOKING FOR
- A confident communicator at all levels, with excellent verbal and written communication skills.
- 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.
- 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.
WHAT WE CAN OFFER YOU
- 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.
- Lifestyle friendly working arrangements including flexible start and end times, and hybrid working with two days from home and three days on site.
IMPORTANT INFORMATION
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. 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.
IT Service Manager employer: HARRIS FEDERATION
Contact Detail:
HARRIS FEDERATION Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Manager
✨Tip Number 1
Familiarise yourself with the specific IT systems and software used at Harris Federation, such as Microsoft Office 365 and SharePoint. This knowledge will not only help you in interviews but also demonstrate your proactive approach to understanding the role.
✨Tip Number 2
Network with current or former employees of Harris Federation on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which you can leverage during your application process.
✨Tip Number 3
Prepare to discuss real-life scenarios where you've successfully resolved IT issues under pressure. Highlighting your problem-solving skills and ability to manage multiple priorities will resonate well with the hiring team.
✨Tip Number 4
Showcase your commitment to continuous professional development by mentioning any relevant certifications or training you've completed. This aligns with Harris Federation's focus on staff development and can set you apart from other candidates.
We think you need these skills to ace IT Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the IT Service Manager role. Focus on your technical support background, problem-solving abilities, and any experience with Microsoft products.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the Harris Federation's mission. Mention specific examples of how you've successfully managed IT support in previous roles and how you can contribute to their goals.
Highlight Communication Skills: Since the role requires excellent verbal and written communication skills, provide examples in your application that demonstrate your ability to communicate effectively with both technical and non-technical staff.
Showcase Problem-Solving Experience: Detail your experience in troubleshooting and resolving IT issues. Use specific examples to illustrate your analytical approach and how you've implemented solutions in past roles.
How to prepare for a job interview at HARRIS FEDERATION
✨Showcase Your Communication Skills
As an IT Service Manager, you'll need to communicate effectively with various stakeholders. Prepare examples of how you've successfully communicated complex technical issues to non-technical staff in the past.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've identified and resolved IT incidents. Highlight your analytical approach and any root cause analysis you've conducted to prevent future issues.
✨Familiarise Yourself with SLAs
Understand the importance of Service Level Agreements (SLAs) in IT support. Be prepared to discuss how you have ensured compliance with SLAs in previous roles and how you would manage ticket resolution times.
✨Emphasise Your Adaptability
The role requires flexibility and the ability to handle pressure. Share examples of how you've adapted to changing priorities or unexpected challenges in a fast-paced environment.
