Deputy Head of IT

This is a brilliant opportunity to join our expanding community of talented, committed and inspirational colleagues. Working in a dynamic, values‑led organisation, this role is for those who are passionate about development and innovation, within a lively college community.

The Deputy Head of IT Services is responsible for guiding the day‑to‑day operations of the Desktop Support Team and ensuring the smooth running of all college IT systems. This includes maintaining appropriate staffing levels for the Desktop Support Team across all college sites, so that service standards are consistently met wherever support is required. In addition, this role provides technical leadership across the team, offering expertise and direction in resolving complex technical challenges. This person ensures that helpdesk tasks are completed promptly and efficiently, drives improvements in IT support delivery, supports the Head of IT Services with departmental projects, and deputises for the Head of IT Services as required. The position also involves taking an active technical lead in projects and participating hands‑on when needed to ensure successful implementation and delivery. The Deputy Head will also assist the infrastructure team when necessary, supporting wider IT operations and collaborative efforts across departments.

Key Responsibilities

• Supervise the daily activities of the Desktop Support Team, ensuring high‑quality service delivery and adherence to Service Level Agreements (SLAs).
• Monitor and manage the IT helpdesk system, ensuring all support tickets are resolved efficiently and within required timescales.
• Support the maintenance of the operational integrity and performance of college IT systems, including servers, networks, desktops, and essential applications, by proactively assisting in addressing technical issues as they arise.
• Ensure that the Desktop Support Team is adequately staffed across all sites, including coordinating rotas, managing leave, and deploying resources as necessary to maintain full coverage.
• Take a technical lead in diagnosing and resolving complex IT issues, providing guidance and mentorship to less experienced staff.
• Actively participate in IT projects as a technical specialist, contributing hands‑on expertise and collaborating to achieve project objectives.
• Assist the infrastructure team when necessary, working collaboratively to support the college's core IT infrastructure and systems.
• Identify and implement opportunities to improve efficiency and effectiveness in IT support processes and procedures.
• Provide leadership, guidance, and support to team members, including training and professional development.
• Assist the Head of IT Services in the planning, coordination, and execution of IT projects, both as a project lead and as a technical contributor where required.
• Deputise for the Head of IT Services during periods of absence, maintaining continuity of operations and decision‑making.
• Produce regular reports on team performance, helpdesk statistics, and project progress for senior management.
• Liaise with other departments and stakeholders to ensure IT services meet organisational and academic needs.
• Ensure compliance with IT policies, procedures, and security standards.
• Stay up to date with developments in IT support best practices, technologies, and security issues.

Qualifications and Experience

Essential

• Proven experience in IT support, with previous supervisory or management responsibility.
• Strong understanding of desktop support operations, helpdesk systems, IT infrastructure, and service delivery.
• Experience in maintaining the day‑to‑day operation of IT systems in a college or similar environment.
• Experience in providing technical leadership and mentoring within an IT team.
• Experience of Microsoft technologies and the M365 ecosystem.
• Experience in staff deployment and rota management across multiple sites.
• Demonstrated ability to manage and motivate a team.
• Excellent organisational and time management skills, with an ability to prioritise and delegate tasks effectively.
• Strong problem‑solving skills and a proactive approach to driving operational efficiencies.
• Excellent communication and interpersonal skills.
• Experience in supporting IT projects, including direct technical involvement.
• Ability to deputise for senior management when required.
• Flexibility to assist with infrastructure team duties as needed.

Desirable

• Relevant professional certifications (e.g., ITIL, Microsoft).
• Experience in a similar role within a large or complex organisation.
• Knowledge of IT security standards and best practices.
• Experience with change management and process improvement initiatives.
• Experience of virtualisation technologies.

Key Skills

• Leadership and Team Management
• Operational Efficiency
• Systems Maintenance and Reliability
• Technical Problem‑Solving and Guidance
• Project Support, Delivery, and Hands‑On Involvement
• Staffing and Resource Management Across Sites
• Collaboration with Infrastructure Team
• Customer Service Orientation
• Analytical Thinking
• Adaptability and Resilience

The College reserves the right to interview for this post should we receive suitable candidates prior to the closing date. The College is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. Employees will, in accordance with statutory guidance, be subject to a comprehensive checking process including references from current and previous employers, health, right to work in the UK, an enhanced DBS check and a further check against the appropriate barred list. To comply with legislation, you are required to obtain a DBS check for your role. We will be asking Protocol National Ltd/Esafeguarding Ltd to undertake this process on our behalf.