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.