IT Support Specialist

Reporting to the IT Manager you will cover the full breadth of the SBCHL technology estate across five domains: Service Desk inc. 1st & 2nd Line Support

• Service Desk inc. 1st & 2nd Line Support
• First point of contact for all IT support - phone, email, chat and ticketing system
• Log, categorise, prioritise and manage incidents to agreed SLAs
• Triage and resolve remotely wherever possible; arrange on-site attendance where needed
• Escalate unresolved issues and track them through to resolution
• Hardware, Software & Network Support
• Install, configure and maintain desktops, laptops, mobile devices and peripherals
• Deploy and configure Windows 10/11, Microsoft 365 and business applications across the estate
• Support network infrastructure - routers, switches, Meraki firewalls, Starlink and CCTV
• Diagnose and resolve hardware, software and connectivity issues with lasting root-cause fixes
• Clear Care System Administration
• Administer Clear Care children's social care management system across all modules and homes
• Manage user access, account creation and deactivation, templates and reporting tools
• Train new and existing staff; produce home-specific user guides and run refresher sessions
• Document configurations, user procedures and training completion
• Asset Management, Joiners & Leavers
• Maintain the asset register cradle-to-grave - every laptop, mobile, CCTV and Starlink unit
• Provision kit, licences and accounts within SLA's after HR notification for all joiners
• Suspend accounts same-day and recover kit within 7 days for all leavers
• Procurement, Finance & Documentation
• Raise purchase orders and issue goods-received notes within 48 hours
• Maintain accurate knowledge-base articles, user guides and incident records
  Whether you come from a service-desk background or specialist systems support, if you have the technical ability, the discipline, and the commitment to deliver outstanding service in a care environment - we want to hear from you., Previous experience in an IT support, service desk or helpdesk environment, including 2nd-line or specialist work

Desirable

• Experience with remote-support tools and MDM platforms
• Familiarity with ITIL processes; ITIL Foundation certification
• Experience with Meraki networking, Wi Fi, CCTV and Starlink infrastructure
• Working in a Care Environment
• Hold an Enhanced DBS check
• Maintain high standards of confidentiality at all times
• Demonstrate an awareness of safeguarding responsibilities
• Present as calm and professional around vulnerable young people and home staff
  Most IT support roles mean fixing laptops and closing tickets.

This one means keeping the technology running for over 800 colleagues who support some of the most vulnerable children in the country.

As an IT Support Specialist at Silver Birch Care Holdings, you will be the frontline of everything technical - from day-to-day helpdesk to our Clear Care care management system across a growing estate of over 60 children's homes., Silver Birch Care Holdings is a leading provider of high-quality education, supported accommodation, residential care, and specialist support for children and young people aged 5 to 25 across the UK.

We are a family owned provider, driven by our commitment to care.

This makes us different from other organisations in the sector.

Because we are not owned by venture capital investors or corporate shareholders, we reinvest any surplus funds into our services and support charities around the world.

Through our family of services - including Silver Birch Care, Silver Birch Care (Residential Services), The Beeches, Benecare, and Clover Childcare Services, alongside our two independent specialist schools - we operate more than 60 children's homes and supported living services across London, Peterborough, Northampton, Kent, and Norfolk.

We are proud that Clover Childcare Services is the UK's first Dyadic Developmental Practice (DDP) Residential Certified Organisation, reflecting our strong commitment to trauma-informed and attachment-focused care.

Working in partnership with over 60 local authorities, we support children and young people to overcome challenges, celebrate their achievements, and build the skills they need to live safe, happy, and fulfilling lives.

Our experienced and dedicated teams nurture every individual, ensuring they feel safe, supported, and valued.

Safeguarding Silver Birch Care Holdings is dedicated to safeguarding and promoting the welfare and well-being of children and young people.

Appointments are made subject to the satisfactory completion of safer recruitment employment checks in line with Ofsted regulations.

This will include satisfactory references, enhanced DBS from the Disclosures and Barring Service and, where applicable, any international equivalent being obtained.

• Ongoing learning and development through structured programmes and hands-on experience
• Opportunities to step up, take on responsibility, and grow within the organisation
• Feel Supported
• 24/7 access to confidential support through our Employee Assistance Programme
• On Demand GP access
• A strong team culture where people support each other day-to-day
• Work That Works for You
• 31 days holiday (inclusive of bank holidays), increasing with service

• Celebrate your birthday!

• Wellbeing days to support staff when needed
• Team-based working patterns
• Be Part of Something Bigger
• Opportunities to get involved in our international projects, including trips to Tanzania supporting local communities
• A values-led organisation focused on making a genuine difference - not just commercially, but socially
• The Essentials
• Pension with NEST
• Access to discounts via Sage Employee Benefits and Blue Light Card
• Employee referral bonus scheme
• Long service recognition awards
• On-site parking (where available)
• Relaxed dress code
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