IT Support Lead

Job DescriptionIf you have experience of working in the education sector, we may have just the role for you.As our IT Support Lead you will play a vital role in ensuring that our technology runs smoothly empowering both the pupils and members of staff to excel in the digital age. You will have a passion for IT and education with the ability to contribute to the school’s vision and mission.You will be responsible for the management of the support desk, resolving problems, escalating issues when necessary, keeping records and building an IT knowledge base. Building good working relationships with staff is essential to the success of this role.Your working hours are from 8.00am to 4.30pm, Monday to Friday, with a one-hour unpaid lunch break. We are keen to hear from applicants with a minimum of 3 years’ work experience in a structured IT support/helpdesk role. You will need to have knowledge of major operating systems including Windows, Mac OS and iOS, alongside excellent knowledge of device set-up, software configuration and updating for PC/Mac and mobile devices. Work experience from within a school or college environment is desirable but not essential.We offer a competitive salary based on skills and experience; free on-site parking; staff gym; free school lunches, tea and coffee during term time; cycle to work scheme; free ‘travel to work loan scheme’; 24-hour counselling and legal advice service; 10% employer contribution pension scheme.Some of the duties will include:Lead first-line IT support to the school and guiding the Junior IT TechnicianTake ownership of tickets in the queue, ensuring effective and timely communication with usersPrioritise and resolve support requests. Hold a daily IT meeting to ensure that priorities are established and addressedOrganise and monitor a cycle of regular, whole-school IT maintenance, prioritise where appropriateLead root-cause troubleshooting to address underlying problems and minimise recurrenceMaintain documentation throughout the life of the ticket from initial request through to resolutionDevelop and deliver IT training sessions to enhance the IT skills for staff, in particular for the use of technology ‘in the classroom’Manage the school's IT resources of physical devices and software to ensure all devices are up to date and that applications and devices are deployed in an efficient mannerOversee the setup and deployment of iPads, enrol these devices into the organisation's MDM system (Jamf) for efficient remote management and application distributionOversee the administration of our VLE system, currently Google Classroom, assist in creating classes, and enrolling students and teachersLiaise with outside suppliers and service providers to coordinate repairs, procure new equipment, or update existing systemsIn collaboration with the Lead IT Technician, plan and deliver cyclical upgrades (software and hardware) and renewal of all IT equipmentProvide technical and AV support for school events and activities, some of which may be outside regular working hoursWork with the Lead IT Technician to maintain and develop the school’s core IT infrastructure, services and data storage and support the Lead IT Technician in planning for and responding to major IT incidentsEnsure end users are following the school’s Data Protection and GDPR policiesTake responsibility for your own continuing self-development, undertake training with input from the Lead IT Technician and Bursar and then support staff with the knowledge and skills gained from the trainingUndertake such additional duties as might be reasonably requested by the Head, Bursar, Lead IT Technician or other authorised personWork in a manner which is safe and healthy for both yourself and others with whom you come into contactComply with safety instructions and regulationsPromptly report all safety hazards and unsafe working practicesBe familiar with the school’s Health & Safety Policy and comply with it at all timesRead and be familiar with the Staff Handbook and Employment manual and follow the procedures thereinBe familiar with and to follow guidelines as set out in the school staff policy documentsWork in a co-operative, diplomatic and flexible manner
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