Role Introduction

We are looking for a full time IT Technical Services Manager to join our busy IT Department. The IT Department provides all of Eton College’s information and communications technology services for more than 2,000 users, both inside and outside of the classroom. This is an exciting opportunity for a passionate individual with an aptitude for information technology. The successful candidate will have the oversight and management of the IT Helpdesk which consists of four engineers, who provide ICT support to Eton staff and pupils.  

Due to the needs of the school and the department, we may interview suitable candidates before the closing date. This job may also close early if a large number of applications are received. You are advised to submit your application as early as possible to avoid missing your chance to apply.

Main Duties

• Manage the IT Helpdesk team, consisting of four engineers, which provides ICT support to Eton staff and pupils, assigning priorities and interacting effectively with all Eton users.
• Ensure IT Helpdesk calls are routed to the correct person, escalated as necessary and actioned in a timely fashion.
• Provide expert assistance and training to members of the IT Helpdesk team and act as an escalation point for complex issues.
• Keep up with technical information to ensure efficient call analysis and communication within the IT Department.
• Proactively investigate and evaluate new products or technologies that may be of use to the College, making recommendations to the Heads of IT of any advantages or consequences of the adoption of such technologies.
• Liaise with other members of the IT Department, to ensure communication with the user base regarding any projects or initiatives.
• Create, maintain and publish relevant support documentation in order to assist all staff/students in the quick resolution of their calls and enable users to become more self-sufficient.
• Provide statistical analysis of Helpdesk calls to the Heads of IT.
• Establish, document and maintain standard processes for tasks and configurations and communicate these to the IT Department appropriately, ensuring consistency of approach across the entire department.
• Attend additional training relevant to the post as required.
• Carry out any other duties reasonably requested in connection with Eton’s IT Department.
• Commitment and promotion of equality, diversity and inclusion;
• All positions at Eton are classed as ‘regulated activity’ as per the Keeping Children Safe in Education 2021 guidance, therefore a good understanding of safeguarding procedures is essential;
• Commitment to safeguarding and promoting the welfare of children, including by not limited to, completing safeguarding training as required, and ensuring any safeguarding updates issued by the College are read and understood;
• Understand and comply with procedures and legislation relating to confidentiality.

The Ideal Candidate

To be successful in this role, the incumbent should have:

• Previous experience in IT support and Helpdesk work.  Working in an educational environment is preferred;
• Previous experience of managing a team is preferred but not essential;
• The ability to work confidently in a frequently unsupervised environment;
• In-depth technical knowledge of Microsoft operating systems support and builds, Version 7 upwards, Microsoft Office support, Version 2010 upwards, Apple Mac OS and Mobile device support;
• Knowledge of Microsoft infrastructure, including servers and key services and general networking;
• Excellent customer service skills and a friendly and helpful manner;
• Logical and methodical problem-solving skills;
• Clear and confident communicator, whether dealing with suppliers, pupils or staff;
• A friendly and personable character, maintaining professionalism while commanding trust and respect;
• A demonstrable aptitude and enthusiasm for information and communications technology;
• Experience of, and flair for creating and maintaining accurate and accessible documentation;
• Ability to organise and prioritise changing workloads;
• Attention to detail and a clear desire to see all tasks completed to the highest quality.

Benefits

Eton College offers a wide range of benefits, including; an 11% employer contribution to your pension (with 4.9% employee contribution), Employee Assistance Programme, enhanced Maternity / Paternity scheme (where applicable), free eyecare vouchers, a cycle to work scheme, subsidised lunches during term time, free access to the College’s sport and leisure facilities and discount at local retailers and businesses.

About the College

We are an equal opportunities employer and are seeking applications from suitable candidates from all backgrounds. We are dedicated to creating and sustaining an environment that values individuality and difference and celebrates the diversity of both staff and pupils by fostering perseverance, tolerance and integrity. We believe in equal opportunity for everyone, irrespective of age, disability, gender, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sexual orientation or socio-economic background.

If you have any queries about the application process or any problem with submitting your application online, the Recruitment Team will be happy to help. Should you require any reasonable adjustments to be made or facilities provided to enable you to apply online, please do not hesitate to contact us on recruitment@etoncollege.org.uk so we can make adjustments accordingly. 

DISCLOSURE CHECKS

Eton College is committed to safeguarding and promoting the welfare of children, and applicants must be willing to undergo child protection screening appropriate to the post, including reference checks with past employers, an Enhanced Disclosure from the Disclosure and Barring Service and, where applicable, a Barred List, Prohibition and EEA checks. If you are successful in your application, you will be required to complete a DBS Disclosure Application Form.  Any information disclosed will be handled in accordance with any guidance and/or Code of Practice published by the DBS. The College is exempt from the Rehabilitation of Offenders Act 1974 and therefore all convictions, cautions, reprimands and final warnings (including those which would normally be considered as “spent” under the Act) must be declared, subject to the DBS filtering rules. It is a criminal offence for any person who is barred from working with children to attempt to apply for a position at the College.

Eton College