IT Support Manager

Role Purpose

The IT Manager will be responsible for the overall management, security, resilience, and continuous development of the organisation’s IT infrastructure, core business systems, and digital learning technologies. The postholder will ensure that technology services are reliable, secure, cost-effective, and aligned with organisational objectives, while supporting staff, learners, and stakeholders to make effective use of digital tools.

Key Responsibilities

• Lead the management, maintenance, and improvement of IT infrastructure, including networks, servers, cloud services, connectivity, devices, telephony, and storage.
• Ensure all IT systems are secure, reliable, available, and appropriately supported across the organisation.
• Oversee core business systems, ensuring they meet operational requirements and support effective decision-making.
• Manage digital learning platforms and technologies, ensuring they are fit for purpose, accessible, and effectively integrated into teaching, learning, and organisational delivery.
• Develop and implement IT policies, procedures, standards, and documentation in line with best practice and organisational needs.
• Lead on cybersecurity, data protection, access control, patch management, backups, disaster recovery, and business continuity planning.
• Monitor system performance, identify risks or service issues, and implement improvements to strengthen resilience and user experience.
• Manage IT projects, upgrades, migrations, procurement, and system implementations from planning through to delivery.
• Provide leadership, guidance, and support to IT staff, external providers, and system users.
• Manage supplier relationships, contracts, licences, service level agreements, and third-party support arrangements.
• Prepare and manage IT budgets, ensuring value for money and effective use of resources.
• Work with senior leaders and departmental managers to identify current and future technology requirements.
• Promote a culture of digital innovation, continuous improvement, and safe, effective use of technology.

Person Specification

• Proven experience managing IT infrastructure, systems, networks, and business applications in a complex organisation.
• Strong understanding of cybersecurity principles, risk management, backup, disaster recovery, and business continuity.
• Experience managing cloud services, Microsoft 365, identity and access management, endpoint devices, and collaboration tools.
• Experience supporting or managing digital learning platforms, learning management systems, or education technology solutions.
• Ability to lead IT projects, manage change, and deliver improvements on time and within budget.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent communication skills, with the ability to explain technical matters clearly to non-technical users.
• Experience managing suppliers, contracts, licences, and service level agreements.
• Ability to prioritise competing demands and deliver a responsive, customer-focused IT service.
• Good understanding of data protection, information governance, and relevant legal or regulatory requirements.