Support Manager

• Hull
• Working Hours: 37 hours per week, 52 weeks per year

Annual Leave: 31 days per annum (excluding bank holidays and up to 3 additional discretionary days over the Christmas/New Year period)

As our Support Manager, you will lead the College's ICT Helpdesk and day-to-day service delivery function, ensuring students, staff and external stakeholders receive a consistently excellent, professional and responsive customer experience across all support channels.

The post holder will also lead on procurement administration and supplier management for ICT, negotiating contract renewals, licensing and costs, and takes ownership of ICT budget monitoring and financial reporting to the Executive Director.

Hull College provides high-quality education & training for school leavers & adults, offering a wide range of vocational study programmes, Apprenticeships & degrees.

As one of the largest vocational institutes of its kind in the region, we have one focus - to create careers, not courses.

We pride ourselves on this approach & are committed to ensuring our learners acquire the relevant skills, knowledge, attitudes & experience to progress in life, whether that is to seek employment in the industry of their choice or step up to higher education & university.

While dedicated to delivering the very best experiences to our learners, we also extend the same commitment to our staff.

We have worked hard to create an environment where all of our staff, no matter what their role, are empowered to inspire & support our vision to create better futures for the people of Hull.

Responsibilities of our Support Manager

• Champion a customer-first culture across the ICT and Digital teams, ensuring every interaction reflects professionalism, empathy and ownership.
• Act as the escalation point for all internal and external ICT service enquiries received by phone, email, self-service portal, chat and in person, including oversight of out-of-hours support cover.
• Own and continuously improve the self-service portal, knowledge base and AI-assisted triage/chatbot tools so routine queries are resolved quickly with minimal manual intervention.
• Negotiate, agree and take ownership of service level requirements with academic and business stakeholders across the Group.
• Hold regular meetings with stakeholders across curriculum, student services and corporate functions to understand emerging needs and pain points.
• Drive a service improvement plan, using incident and satisfaction data to identify and deliver measurable improvements.
• Lead communication and negotiation with third-party suppliers on contract renewals, licensing and costs, securing best value for the College.
• Administer the ICT procurement and finance process, maintaining accurate purchase and asset records in line with College financial regulations.
• Line-manage the 1st line team, developing a talent pool and succession plan to sustain an outstanding service to learners, employers and staff.
• Set, monitor and report monthly on KPIs and SLA performance (target vs. achieved), presenting trends and improvement actions to senior leadership.
• What we’re looking for in our Support Manager
• Educated to Level 3 (A-Level or equivalent) as a minimum; a relevant degree or professional qualification is desirable.
• ITIL Foundation certification (or willingness to achieve within 6 months of appointment).
• Strong written and verbal communication skills, able to explain technical issues clearly to non-technical audiences.
• Basic awareness of cyber security risks (e. g. phishing, safe use of credentials) sufficient to triage and expand appropriately.
• Awareness of Microsoft 365 (Teams, Outlook, Copilot) and modern collaboration tools used across a College environment.
• Confident using data and reporting tools (e. g. Excel, Power BI, or equivalent) to analyse performance and present findings.
• Excellent organisational skills, with the ability to manage competing priorities and deadlines across multiple sites.

Hull College is committed to safeguarding children and vulnerable adults.

All colleagues are expected to contribute to the delivery of their safeguarding strategy and values.

In addition, these posts require the colleague to undertake an enhanced disclosure check by the Disclosure and Barring Service.

Please note that this post is subject to regulated activity.

We at Hull College prioritise digital proficiency; all new staff should either be skilled or open to training, looking forward to hearing from you on the last point.

Please be aware that this vacancy may close earlier dependent on the level of applications received so if you do wish to be considered we recommend that you complete the application as promptly as possible.

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