Responsibilities
- Overseeing the operation, growth, and technical support of client IT systems.
- Serving as the primary on-site contact to resolve client-reported issues promptly.
- Assessing diverse organizational requirements and documenting critical details for ongoing support.
- Supporting the execution of long-term strategic goals and development initiatives for clients.
- Collaborating with senior leadership teams to shape current and future technology roadmaps.
- Contributing insights during high-level discussions with key decision-makers, with reporting responsibilities to the Trust CEO.
- Balancing workload to address urgent matters while adhering to agreed service level agreements.
- Leading initial support efforts and maintaining transparent communication on issue resolution progress.
- Partnering with clients to achieve timely and efficient solutions to reported incidents.
- Maintaining clear and professional communication with all client stakeholders, including executive leadership.
- Collaborating with team members to keep client records accurate and up to date in designated systems.
- Improving resolution efficiency through thorough documentation of systems, communications, and updates.
- Ensuring precise data entry in helpdesk platforms for reliable service tracking and reporting.
- Supervising, guiding, and developing on-site technical staff to maintain high service standards.
- Acting as the main liaison point between the client and the service provider for all interactions.
- Engaging external vendors when needed for hardware, software, or network-related support.
- Keeping clients informed of updates and verifying third-party compliance with SLA commitments.
- Leading staff development, training, and performance improvement at assigned locations.
- Evaluating technical support effectiveness and proposing actionable enhancements for teams and clients.
- Overseeing continuing professional development programs for direct team members.
- Providing managed IT services with professionalism to school staff and leadership.
- Leading the planning, design, and rollout of strategic development projects within multi-academy trusts.
- Interfacing with board-level stakeholders and representing the service provider under executive direction.
- Supporting the growth of client relationships, infrastructure capabilities, and service revenue.
- Consulting with colleagues and supervisors to address challenges and refine processes.
Work Arrangement
Remote (City/Region)
Team
Reports to the Head of Schools Services, but works closely with the Schools SLT and Wavenet Technical Account Managers.
