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Job Description

Permanent Full-time

Location: Hybrid (Sale, Greater Manchester)

Reports to: Head of Operational Services

Salary: Up to £40,000

Line management responsibilities: Yes

Overview

Training Qualifications UK is the fastest-growing Awarding Organisation in the UK and a market-leading End-Point Assessment Organisation. We work with over 500 schools, colleges, universities, and training providers across the world to provide qualification certificates, endorsements, and apprenticeships to over 150,000 learners.

Whats the secret to our success? Simply put, we do things differently here!

This role sits within the heart of our Operational Services Pillar and is responsible for front-line technical support and system management. This role is responsible for supporting our ever-growing business and will be expected to respond to and safeguard company functions. The IT Help Desk Manager will ensure all support functions are compliant and robust, supporting the overall business strategy.

Line management responsibilities for this role include staff line management, as well as third-party supplier management.

With main IT support queries currently being dealt with by our external IT provider, this role requires a technical expert to liaise with third-party suppliers, manage our technical help desk, oversee data management, management of all TQUK used systems, as well as managing software, and hardware support functions.

This is an exciting and highly responsible role with growth opportunities that requires previous IT and technical experience, with a view of mapping out a 5-year technical road map.

Key Responsibilities

• Manage technical infrastructure and provide company-wide data, software, and hardware support.
• Oversee a front-line IT support team, ensuring all help desk tickets are actioned to a high standard.
• Manage the external IT provider relationship, contract, and cascade company-wide updates to ensure business functions are met.
• Act as an owner and key point of contact for all TQUK systems and system development projects.
• Identify and report monthly on improvement needs, monitored risks, taking appropriate and immediate action where service level agreements or support requirements have not been met by third-party contractors.
• Liaise directly with third-party contractors, joining monthly review meetings and UAT update calls.
• Manage a development schedule for system improvements or implementation projects.
• Proactively approach and work closely with all Managers to review their use of all systems, ensuring all departments are utilising all key functions available. Proactively identify system needs and implement solutions.
• Manage the testing of new products including qualifications and Standards on internal systems to ensure they are ready for launch.
• Support with company-wide data requests and analysis, as well as providing ad hoc Management Information (MI) and monthly reports to the Head of Operational Services and the wider Leadership Team.
• Manage the new starter employee IT onboarding process, ensuring equipment has been ordered in advance, prepared, tested and has been set up with all required software, logins, special requirements and functions.
• Manage the employee IT offboarding process, ensuring equipment is safely returned and logged, as well as ensuring all access and permissions to company data, systems and the head office is closed.
• Manage adequate DSE processes and review staff equipment, ensuring new and replacement equipment is logged and maintained.
• Ensure all equipment is properly used, and all staff are trained appropriately before use.
• Install software, leading on scheduled updates and company-wide training.
• Cyber Essentials review and implementation, ensuring correct standards are implemented and maintained.
• Line management of all staff within the department, managing the teams workload and delegating tasks to ensure they are completed to a high standard. Conduct 1:1s, regular team huddles, audits of work and monthly meetings, taking responsibility for information and key action cascade.

Other Responsibilities

• Manage resources and work with other managers to ensure the needs and objectives of the business are met.
• Report to the Head of Operational Services on compliance, risk, and operational issues across areas of responsibility
• Undertake duties considered within your skill and competence to assist in the smooth running of the business as required.
• Develop and maintain in-depth knowledge of TQUKs products and services and an understanding of TQUKs internal processes and the wider educational landscape.
• Make authoritative, consistent, and consequential decisions relating to areas of responsibility.
• Drive a commitment culture, modelling, enforcing, and recognising key non-negotiable behaviours in self and others.
• Drive and deliver a culture that emphasises continuous improvement, efficiency, and value for money.
• Understand the financial position of own area, the organisation and the wider economy and recognise the impacts of this when delivering services.
• Understand the regulatory position of the organisation and frame all decisions in own area of responsibility within the scope of regulatory requirements.
• Develop, implement, maintain, and review systems and service standards to provide quality, efficiency, and value for money.

Essential Skills / Experience / Qualifications

• Minimum of 3 years experience in the IT sector.
• Experience using/leading/supporting IT Hardware, Infrastructure, Servers, PCs, Printers, Network, Firewalls, VoIP, Software.
• Strong and demonstrable background with Microsoft operating systems.
• Office 356 admin experience.
• Demonstrable experience in people and process management.
• Level 2 English and maths qualifications (or equivalent).
• Excellent communication and interpersonal skills including report writing.

Desirable Skills / Experience / Qualifications

• Driving License.
• Project management experience.
• Experience in handling data migration.
• Cyber Essentials Certifications, maintenance and ISO27001.

Key Characteristics

• To have a knack and passion for IT, data, software, and system functions.
• Ability to interpret data to a high level.
• The ability to motivate a team of 1st line support officers.
• Exceptional attention to detail, process driven with a high level of flexibility and a positive attitude.
• Be well-motivated, enthusiastic, and able to work on your initiative.
• Work well with others.
• Be able to keep an eye on the bigger picture and appreciate where your role fits into the business.
• Have a willingness to learn.
• Be courteous.
• Be willing to put the team first.

Key Benefits

• Training, Qualifications & Apprenticeships. Its what we do!
• 25 days annual leave plus 8 days Bank Holiday (33 in total).
• An extra day off to celebrate your birthday.
• Annual Loyalty Bonus.
• Annual salary review.
• NEST pension.
• Cycle-to-work scheme.
• A positive and supportive working environment.
• Christmas period closure.
• Comprehensive onboarding.
• A workplace that supports a healthy work/life balance.

Please see the Person Specification for this role here.

*We are an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Should you require any additional support during the recruitment process due to a disability, please contact us so we can assist you.*