IT Manager

PRIMARY PURPOSE:

The IT Manager is responsible for the continuous operation, development and improvement of the IT Infrastructure and IT Services to support and enhance teaching and learning, and school operations. As the leader of the IT team, the IT Manager will provide day-to-day coordination of personnel, operations, resources, and projects. Working alongside the Director of IT and liaising with key school stakeholders, the IT Manager will ensure the efficient and effective day-to-day operations of the IT team and the delivery of support services.

This role demands a proactive approach, excellent problem-solving and interpersonal skills, and the ability to adapt to evolving technology and educational needs. The IT Manager plays a critical role in ensuring that the school's technology resources are effectively utilised to support educational excellence. 

LEADERSHIP AND SUPERVISORY RESPONSIBILITIES:

• Manages and leads the IT Operational staff to:
• Build technical capability and knowledge depth across campuses
• Develop clear role ownership models (RACI)
• Ensure the effective deployment of staff to run the IT Support Team.
• Oversee professional growth and development of all line-managed personnel.
• Provide extensive reporting to relevant stakeholders outlining departmental performance and opportunities for improvement.
• Ensure high-quality service delivery by all IT team members.
• Manage relationships with vendors, suppliers, and external partners to ensure the timely delivery of quality products and services.

WORKING RELATIONSHIPS AND CONTACTS:

• Internal contacts with all administrative, teaching staff and data management teams regarding IT.
• Direct communication with department Directors & Section Heads, and Staff.
• External contact with IT service companies and vendors.

MAJOR DUTIES/RESPONSIBILITIES:

• Advanced Troubleshooting: Diagnose and resolve complex issues across macOS, Windows, Chrome OS, and iOS devices.
• Platform Management: Serve as the primary systems administrator for Jamf Pro (Apple) and Microsoft Intune/Endpoint Manager (Windows)
• Software Lifecycle: Test and package new software applications for mass deployment, ensuring compatibility across different operating systems.
• Peripheral Integration: Assist the technical setup and high-level troubleshooting of integrated systems, including but not limited to: printers, interactive displays, and docking stations.
• Collaborative Imaging: Lead the preparation and "gold master" creation of device images in direct collaboration with Tier I technicians to ensure images meet the practical needs of campus-specific environments.
• Technical Documentation: Assist with the end-to-end documentation of all image-building, testing, and deployment processes, ensuring that Tier I staff have clear instructions for execution.
• Infrastructure Upgrades: Assist with implementing technology projects, including classroom upgrades, interactive displays, and AV installations.
• Strategic Collaboration: Work closely with the IT Manager to identify system improvements, execute lifecycle projects, and ensure high-quality service delivery across both campuses.
• Service Continuity: The Senior Technician provides coverage for Tier I staff during leave to ensure "service levels" are maintained.

Strategic Leadership & Service Development

• Ensure IT services support teaching and learning outcomes
• Leads continuous service improvement (CSI) using frameworks such as PDCA and ITIL-lite practices.

Budget Management

• Collaborates with the Director of IT to prepare annual IT Operational and IT CAPEX budgets to ensure cost-effective allocation of resources and procurement of technology solutions and services.
• Ensures the tracking of IT Operational expenses in collaboration with the IT Officer.
• Develops specifications for annual CAPEX projects.

IT Policies and Development

• Participates in the development of IT Operational policies.
• Supervises IT Operational policy implementation in liaison with the Director of IT.
• Leads the planning of infrastructure upgrades across campuses.
• Develops and implements Operational SOPs for the department.

IT Network Infrastructure

• Define and maintain infrastructure architecture standards
• Lead resilience and redundancy planning (wired/wireless failover)
• Ensure capacity planning and scalability
• Leads the implementation of network policies and ensures the stability of the EPC & ESC networks.
• Leads cabled and wireless network infrastructure upgrade projects, planning, tracking, and support.
• Leads the smooth delivery and operation of all IT services by monitoring operational and system performance.

Cybersecurity and Data Protection

• Develops and enforces policies and procedures for data security, network access, and disaster recovery plans to safeguard the school's information assets.
• Lead endpoint security strategy across macOS and Windows environments (e.g., Defender, JAMF Protect alignment)
• Oversee phishing testing programmes
• Ensure implementation of monitoring and filtering systems (e.g., Lightspeed)
• Coordinate security audits and remediation plans
• Align practices with GDPR, safeguarding, and school compliance requirements

Servers and Network Services Management

• Manages servers, including data backup/restoration and maintenance.
• Manages server upgrade projects in liaison with the Infrastructure and Systems Engineer .
• Manages VM environment implementation planning and maintenance in liaison with the Infrastructure and Systems Engineer .
• Continuously researches and tests new software and hardware solutions to upgrade infrastructure, in liaison with the Infrastructure and Systems Engineer and the Director of IT .
• Ensure the daily operational integrity of all school-wide network services.

Endpoint Management

• Own device lifecycle strategy (procurement → deployment → support → retirement)
• Ensure alignment of endpoint management platforms (JAMF Pro & Inture)
• Oversee compliance, patching, and configuration baselines
• Support and evolve the 1:1 device programme operationally and strategically
• Manages the safe disposal or recycling of IT equipment, e.g., Desktops, Laptops, iPads, Printers, etc.
• Maintains accurate records in terms of identification and configuration.
• Manages and develops asset management systems and processes, including consumable supply/stock and loaner fleet.
• Sustain a 1:1 technology programme of managed endpoints for staff and students.

Operations Management

• Leads IT projects from conception to completion, including system upgrades, new implementations, and initiatives to improve IT efficiency and effectiveness in the educational process.
• Own and optimise the IT Service Management (ITSM) framework
• Ensure effective use of platforms (e.g., ticketing, asset management, automation)
• Maintain a self-service knowledge base
• Implement service request standardisation and automation workflows
• Drive user experience improvements through feedback loops
• Manages remote or on-site interventions for server failures, potentially outside normal work hours.
• Manages and provides a monthly analysis of operational traffic to drive efficiencies.
• Liaises regularly with staff to ensure the timely delivery of department services.

Other Responsibilities

• Undertaking duties as the Director of IT may reasonably request.
• Adhering to established safeguarding procedures at TES.
• Keeping up to date with the latest technologies, undertaking available training
• opportunities and demonstrating a commitment to continuous professional development.
• Contributing to the ethos of the school, in all areas of contact and responsibility, in relationships with staff and students, by working collaboratively with others to achieve the agreed aims of the school.

Direct Line Management

• IT Infrastructure & Systems Engineer
• Senior IT Technician
• IT Support Technicians