Job Description

Overview

It is an exciting time to become part of King Edward's IT Team as we embark on the implementation of a new cloud-first strategy throughout the school. This initiative represents a significant step forward in our digital transformation, designed to enhance both teaching and learning environments through technology.

and Person Specification

Job title

IT Service Desk Lead

Employment Status

Permanent, full time

Working Pattern

37 hours per week including half hour unpaid lunch break daily

Monday to Thursday 8am to 4pm (3.30pm Friday)

Salary Level

35,118 to 37,441 (A29 to A31)

King Edward's School is committed to safeguarding and promoting the welfare of children and young people and expects all staff to adhere to the School's Safeguarding Policies and Procedures.

Responsible to:

The Director of IT, who has overall responsibility for all IT staff.

Responsible for:

The Service Desk Lead provides IT support operations and technical assistance within the school. This role is essential in ensuring that staff, students and parents receive timely and effective technical support, enabling seamless access to digital learning tools, administrative systems, and campus technologies.

Main responsibilities:

Team Leadership & Development

1. Supervising and mentoring a service desk apprentice to support academic and administrative users.

2. Promoting a culture of empathy, responsiveness, and continuous learning.

3. Assisting with the coordination and delivery of training for staff on educational technologies and systems.

Support Operations

4. Managing daily service desk activities, including ticket triage, 1st and 2nd line IT support, resolution, AV support and escalating to the technical support leads within agreed service levels.

5. Managing warranty and repair calls.

6. Monitoring, escalating and tracking incidents and problems with infrastructure within agreed service levels.

7. Ensuring consistent support for learning management systems, student information systems, administrative systems and classroom technologies.

8. Maintaining high levels of service availability during peak academic periods (September).

Stakeholder Engagement

9. Collaborating with administrative and academic departments to understand support needs.

10. Serving as a liaison between technical teams and non-technical users.

11. Providing regular updates and training sessions for staff and students on IT services.

Process & Policy Management

12. Developing and enforcing service desk policies aligned with school goals and compliance standards.

13. Maintaining documentation and knowledge bases tailored to the education community.

14. Maintaining the asset register.

15. Implementing ITIL-based practices to improve service delivery and user experience.

Reporting & Continuous Improvement

16. Monitoring performance metrics and user feedback to identify areas for improvement.

17. Preparing reports for leadership on service desk trends, challenges, and achievements.

18. Leading initiatives to enhance digital literacy and self-service capabilities.

The above list is not exhaustive but summarises the key roles to be performed. A willingness to respond supportively to changing circumstances or the changing needs of the School is part of working in a school environment and is expected of the postholder.

Pension Scheme

If applicable, you will be automatically enrolled into the King Edward's School, Bath Group Personal Pension Plan with an employer's contribution of 6% of salary, to be matched by a 2% employee contribution.

DBS Clearance

All appointments are made subject to satisfactory DBS clearance. The suitability of all prospective employees or volunteers will be assessed during the recruitment process in line with this commitment

.

Safeguarding

All staff are in a position of trust and have a duty to keep children and young people safe and to protect them from neglect and physical and emotional harm. This duty is in part exercised through the development of respectful caring and professional relationships between staff, children, and young people. Staff are expected to be familiar with the local child protection arrangements and understand their responsibilities to safeguard and protect children and young people.

Person Specification

Qualifications

5 GCSEs at grade 9 to 4 (Ato C) or equivalent, including English and Mathematics
Relevant IT specific qualifications

Educated to A Level

ITIL Foundation certification

Knowledge and Experience

Experience in IT support in an educational institution or similar environment.

Knowledge of ITIL service management practices.

Familiarity with cloud technologies and platforms (e.g., Microsoft 365, Google Apps, Apple Business Manager, 3CX)

Familiarity with operating systems and hardware (Windows 10/11, macOS, iOS)

Ability to prioritize and manage support during high-demand academic cycles.

Knowledge of IT Service Management Platforms (Halo, Fresh Service etc)

Familiarity with academic technologies and platforms (e.g., MIS, LMS, AV systems).

Experience with GDPR, or other data privacy regulations

Additional certifications in customer service or educational technology

Personal Qualities

Genuine interest in IT

Excellent verbal and written communication and interpersonal skills

Ability to work as part of a team, or independently as instructed

Confident in dealing with all levels of stakeholders

Ability to apply problem solving techniques and get results, prioritising tasks whilst working under pressure

Self-motivated and committed to delivering tasks on time and to a high quality

Ability to think critically about the processes of troubleshoot, investigate and resolve technical issues

Job Types: Full-time, Permanent

Pay: 35,118.00-37,441.00 per year

Benefits:

Company pension Cycle to work scheme Discounted or free food Employee discount Free flu jabs Health & wellbeing programme On-site gym Store discount
Ability to commute/relocate:

Bath BA2 6HU: reliably commute or plan to relocate before starting work (required)
Work authorisation:

United Kingdom (required)
Work Location: In person