IT Service Manager

We are looking for a full time IT Service Manager to join our busy IT Department. The IT Department provides all of Eton College’s information and communications technology services for more than 2,000 users, both inside and outside of the classroom. This is an exciting opportunity for a passionate individual with an aptitude for information technology. The successful candidate will have the oversight and management of the IT Helpdesk who provide ICT support to Eton staff and pupils.

Due to the needs of the school and the department, we may interview suitable candidates before the closing date. This job may also close early if a large number of applications are received. You are advised to submit your application as early as possible to avoid missing your chance to apply.

Main Duties

• Contribute and deliver on the IT strategy as part of the management team.
• Manage and develop the IT Helpdesk team members.
• Oversee the ticketing system to ensure 1st and 2nd line requests are categorised, prioritised and resolved in-line with agreed SLAs.
• Ensure P1 tickets are managed effectively, escalated and communicated appropriately and problem managed post resolution.
• Deliver effective problem management to reduce repeat incidents and reduce risk of failure.
• Proactively investigate and evaluate new processes, products and technologies that may be of use to the College, making recommendations and impact to the Director of IT.
• Ensure daily that all services are available for the smooth operation of the school, including AV support for school events, conferences and camps.
• Onboarding and offboarding of users and devices are managed effectively, including device lifecycle management.
• Maintain accurate asset registers, control IT procurement, and handle licensing renewals for software and hardware.
• Create, maintain and publish relevant support documentation to assist all staff/students in the quick resolution of their calls and enable users to become more self-sufficient.
• Provide best-practice statistical analysis of Helpdesk tickets and continuous performance improvement.
• Establish, document and maintain standard processes for tasks and configurations and communicate these to the IT Department appropriately, ensuring consistency of approach across the entire department.
• Attend additional training relevant to the post as required.
• Carry out any other duties reasonably requested in connection with Eton’s IT Department.
• All employees of Eton College are also expected to:
  • Develop a good understanding of safeguarding procedures, given all positions at Eton are classed as ‘regulated activity’;
  • Demonstrate a commitment to safeguarding and promoting the welfare of children. This includes but is not limited to completing safeguarding training as required, complying with all safeguarding procedures and ensuring any safeguarding updates issued by the College are read and understood.
  • Understand and comply with procedures and legislation relating to confidentiality;
  • Display a commitment to and promotion of equality, diversity and inclusion.

Stakeholders

The IT Technical Services Manager will work independently as well as part of a team. Key stakeholders include, but are not limited to:

• The IT Department.
• Colleagues across the organisation.
• Individuals outside the College, including supplies.
• Other School IT departments.

The Ideal Candidate

To be successful in this role, the incumbent should have:

• Previous experience in IT support and Helpdesk work. Working in an educational environment is preferred;
• Strong understanding of ITIL principles and best practice, ITIL Certification preferred;
• Effective reporting and performance management experience;
• Asset and device lifecycle management experience;
• Previous experience in developing and managing service desk and end user support teams;
• Technical knowledge of: Identity Management and MFA; Cloud & Virtualisation; MDM Software; ITSM Tool administration; AV & Classroom technology; VOIP and mobile Platforms; Learning Management Systems; Asset Management tools; other school applications preferred;
  • Knowledge of Microsoft infrastructure, including servers, key services and general networking;
  • Excellent customer service skills and a friendly and helpful manner;
  • Logical and methodical problem-solving skills;
  • Clear and confident communicator, whether dealing with suppliers, pupils, staff or parents;
  • A demonstrable aptitude and enthusiasm for information and communications technology;
  • Experience of, creating and maintaining accurate and accessible documentation;
  • Ability to organise and prioritise changing workloads;
  • Attention to detail and a clear desire to see all tasks completed to the highest quality.

Benefits

Working at Eton College comes with a wide range of benefits that recognise and reward our staff. These include a generous pension scheme with an 11% employer contribution (4.9% employee contribution), salary exchange for pensions and private healthcare, a confidential Employee Assistance Programme, and enhanced family‑friendly pay. Colleagues also benefit from a cycle to work scheme, subsidised lunches during term time, free or significantly discounted access to the College’s excellent sport and leisure facilities, and discounts with local retailers and businesses.