Campus Technology lead

Job title: Campus Technology lead x 2

School/Function: Technology

Location: London CAMPUS

Responsible to: Head of Technology Operations

Responsible for: IT Function

Job description

Key Responsibilities:

• Provide leadership and direction to the IT support staff at assigned campuses, ensuring alignment with organisational goals and objectives.
• Conduct regular site visits to assess support needs, address key issues, and ensure the effective delivery of IT services.
• Serve as the primary point of contact for IT-related inquiries, escalations, and support requests from campus staff and stakeholders.
• Coordinate the resolution of IT support issues and service requests, ensuring timely and effective responses to meet the needs of students and staff.
• Troubleshoot technical problems, escalate complex issues as needed, and follow up to ensure resolution and customer satisfaction.
• Collaborate with the IT Operations team and campus operations team to implement best practices and standardize support processes across campuses.
• Identify opportunities for service improvement and optimisation, working closely with campus staff and stakeholders to address pain points and enhance user experience.
• Implement proactive measures to prevent recurring issues and minimise service disruptions, contributing to improved reliability and performance of IT systems and services.
• Provide training and education to campus staff and users on IT systems, tools, and best practices, fostering a culture of self-service and empowerment.
• Develop training materials and resources to support ongoing user education and skills development initiatives.
• Liaise with IT vendors and service providers to ensure the timely resolution of support issues and the effective delivery of contracted services.
• Manage relationships with external suppliers and finance team, negotiating contracts and agreements as needed to support campus IT requirements.
• Maintain accurate records of IT support activities, including incidents, service requests, and resolutions, using IT service management tools and systems.
• Prepare regular reports and updates on IT support performance, key metrics, and trends for review by senior management and stakeholders.

Essential Requirements:

• Bachelor’s degree in information technology, Computer Science, or related field.
• 3+ years of experience in IT support or technical leadership role, preferably in an educational or multi-campus environment.
• Strong technical skills and knowledge of IT systems, networks, and infrastructure components.
• Excellent interpersonal and communication skills, with the ability to interact effectively with diverse stakeholders and user groups.
• Proven leadership abilities, with a track record of leading teams and driving results in a fast-paced and dynamic environment.
• Customer-focused mindset, with a commitment to delivering high-quality service and support to students and staff.
• Ability to prioritise and manage multiple tasks and projects simultaneously, with a strong attention to detail and accuracy.
• Knowledge of ITIL or other IT service management frameworks is a plus.
• Ideally, degree qualified, although this is not essential.

Exceptional candidates who do not meet the exact qualification criteria may be considered for the role, provided they have the necessary skills and experience.