Job Description

Senior IT Technician/Service Desk Supervisor

Job Details

Position:

Senior IT Technician/Service Desk Supervisor

Reports to:

Head of ICT/ Managing Director

Contract:

Permanent, Full-time

Salary:

28,000 - 35,000 (depending on experience)

Location:

Uttoxeter, Staffordshire (and surrounding area). On Site.

Role Purpose

To lead and manage the IT service desk function across the Multi Academy Trust (our client), providing excellent technical support to staff and students while supervising a team of IT technicians. The role combines hands-on technical expertise with leadership responsibilities to ensure seamless technology operations across all academy sites.

Key Responsibilities

Service Desk Management

Supervise and coordinate the IT service desk team across multiple academy sites Ensure adherence to agreed service level agreements (SLAs) and response times Monitor and report on service desk performance metrics and KPIs Implement and maintain the IT ticketing system and service desk procedures Escalate complex technical issues to the appropriate internal teams or external suppliers Conduct regular team meetings and provide ongoing support to service desk staff

Technical Support & Infrastructure

Provide advanced technical support for hardware, software, and network issues Maintain and troubleshoot Windows-based networks, servers, and workstations Support classroom technology, including interactive whiteboards, projectors, and audio-visual equipment Manage user accounts, permissions, and access controls across Active Directory Oversee backup systems and disaster recovery procedures Coordinate with external contractors and suppliers for specialist technical services

Educational Technology Support

Lead the deployment of one-to-one Apple iPads using JAMF Education, Apple School Manager, Apple TV and other associated tech. Support teaching and learning technologies, including VLEs, assessment platforms, and educational software Ensure the reliable operation of examination systems and maintain exam security protocols Assist with the deployment of devices for 1:1 or BYOD programmes Provide training and support to staff on new technologies and applications Maintain safeguarding compliance for all IT systems and internet access

Team Leadership & Development

Recruit, train, and mentor junior IT technicians and apprentices Conduct performance reviews and support the professional development of team members Develop and deliver IT training programmes for teaching and support staff Create and maintain technical documentation and procedures Foster a collaborative and solution-focused team culture

Strategic Planning & Projects

Contribute to ICT strategic planning and budgeting processes Lead implementation of new technology projects across academy sites Evaluate and recommend new technologies and solutions Ensure compliance with GDPR, safeguarding, and other regulatory requirements Maintain asset registers and manage equipment lifecycle planning

Essential Requirements

Qualifications & Certifications

Level 3 qualification in IT/Computing or equivalent experience Microsoft certifications (MCSA, MCSE) or equivalent technical qualifications ITIL Foundation certification (or willingness to obtain)

Technical Skills

Extensive experience with Windows Server environments (2016/2019/2022) Advanced knowledge of Active Directory, Group Policy, and DNS/DHCP Experience with virtualisation technologies (VMware, Hyper-V) Strong networking knowledge, including switches, routers, and firewalls Proficiency with Office 365/Microsoft 365 administration Experience with backup and disaster recovery solutions Knowledge of educational management information systems (SIMS, etc.)

Experience & Competencies

Minimum 3 years' experience in IT support with at least 1 years in a supervisory role Proven experience in service desk management and ITIL processes Experience working in the education sector (preferred) Strong problem-solving and analytical skills Excellent communication and interpersonal abilities Ability to work independently and manage multiple priorities Enhanced DBS clearance (or willingness to obtain)

Desirable Requirements

Degree in Computer Science, Information Technology, or related field Experience with cloud technologies (Azure, AWS) Knowledge of safeguarding and e-safety requirements in education Project management qualification (PRINCE2, PMP) Experience with mobile device management (MDM) solutions Understanding of procurement processes in the public sector

Working Conditions

Standard working hours: 8:00 AM - 4:00 PM (with flexibility for urgent issues) Travel is required between academy sites across the trust On-call arrangements for critical system support 25 days of annual leave plus bank holidays

Safeguarding Statement

We are committed to safeguarding and promoting the welfare of children and young people. This role requires enhanced DBS clearance and adherence to the trust's safeguarding policies. All staff are expected to share this commitment and consistently demonstrate appropriate conduct.

Application Process

Completed application form Supporting statement addressing the essential requirements Two professional references (including current/most recent employer) Telephone Interview Face to Face Interview Start date: ASAP
This job description is not exhaustive and may be subject to review and amendment in consultation with the post holder to meet the changing needs of the customer.

Job Types: Full-time, Permanent

Pay: 28,000.00-35,000.00 per year

Benefits:

Life insurance On-site parking
Schedule:

8 hour shift Monday to Friday No weekends
Work Location: In person