ABOUT THE ROLE: Key responsibilities

1. Operational leadership and service management

· Support the IT Manager in setting operational priorities, service standards, work plans and measurable improvement targets.

· Oversee the service desk: prioritize incidents and requests, assign work, manage escalations, communicate progress and verify effective resolution.

· Monitor response time, resolution time, backlog, repeat incidents and user feedback, using service data to improve performance.

· Coordinate team coverage for the school day, examinations, events, maintenance windows and agreed out-of-hours requirements.

· Lead the operational response to major incidents within delegated authority, maintaining an incident timeline, clear communications, actions and post-incident review.

· Maintain daily, weekly and monthly operational checks and ensure unresolved risks, capacity issues