Oaklands College is seeking an experienced and strategic Head of IT to lead and transform our IT support function, ensuring a high-quality, user-focused experience for staff and students.
This is a senior leadership role with responsibility for delivering modern, efficient, and responsive IT services that underpin teaching, learning, and business operations across the College.
As Head of IT – , you will lead the delivery of end-user IT support, embed ITIL-aligned service management practices, and drive continuous service improvement.
You will play a critical role in shaping the user experience, developing high-performing teams, and ensuring technology services align with the College’s strategic ambitions.
Lead the delivery of high-quality 1st, 2nd and 3rd line support services
Act as the escalation point for complex incidents and service issues
Champion a customer-first culture, focused on service excellence
Monitor performance through SLAs, metrics, and user satisfaction measures
Design, implement, and embed ITIL-aligned processes including incident, request, and problem management
Establish governance frameworks, reporting, and service reviews
Drive continuous improvement using data-led insights and KPIs
Build, structure, and develop a high-performing IT support team
Define roles, career pathways, and performance standards
Promote collaboration across IT and wider College functions
Embed self-service and efficiency-driven approaches
Own the end-user computing (EUC) strategy and lifecycle management
Lead procurement, standardisation, and supplier management
Ensure devices meet security, performance, and organisational needs
Oversee deployment, refresh, and disposal programmes
Establish a culture of continuous service improvement (CSI)
Analyse service data and user feedback to enhance performance
Improve first-time fix rates, response times, and satisfaction
Drive adoption of digital tools such as self-service portals
Oversee asset and configuration management processes
Manage third-party suppliers and service providers
Partner with internal stakeholders to improve service delivery
Provide oversight of reprographics services to ensure efficiency and value
ITIL Foundation (minimum) — higher certification desirable
Degree or equivalent experience in IT, management, or a related field
Significant experience leading IT support or service desk functions
Proven experience implementing ITIL frameworks and service management processes
Strong experience developing and leading high-performing teams
Experience managing end-user device strategy and procurement
Excellent stakeholder management across technical and non-technical groups
Strong analytical and data-driven decision-making skills
Strategic leader with a strong focus on service excellence
Commercially and operationally astute
Customer-focused with a passion for user experience
Influential communicator with strong leadership presence
Results-driven with the ability to deliver organisational change
Collaborative and forward-thinking in approach
At Oaklands, we are committed to creating an environment where you feel valued, empowered, and inspired to make an impact.
Generous holiday allowance – 30 days plus bank holidays
Local Government Pension Scheme
Free onsite gym and wellbeing support
Private healthcare options
Cycle to Work scheme
Ongoing CPD and leadership development opportunities
Supportive, forward-thinking senior leadership environment
Oaklands College is committed to safeguarding and promoting the welfare of young people and vulnerable adults. All staff are expected to share this commitment.
We are proud to be a Disability Confident Employer and welcome applications from all backgrounds.
Start date for this role will be from 1st November 2026
