POST: Local IT Lead
DEPARTMENT: Managed Services Department
LINE MANAGER:Technical Account Manager
EMPLOYMENT STATUS: Full Time, Permanent
BASE:Stevenage, Hertfordshire (designated school or Trust site)
The post holder may be required to work at off-site locations as required.
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DEPARTMENT FUNCTION
The Managed Services Department provides a complete outsourced IT support solution for schools and Trusts. This includes on-site technician support, an assigned Technical Account Manager (TAM) carrying out regular visits, remote support with monitoring, a Service Delivery Manager (SDM), and IT Strategy and Planning.
Success is achieved by building relationships with our clients and providing an outstanding level of service.
JOB PURPOSE
- Provide 1st, 2nd and initial 3rd line onsite technical support to a designated School or Trust
- Act as the senior onsite technical resource, supporting and mentoring Level 1 technicians and apprentices
- Act as the senior onsite point of contact for school staff
- Lead onsite delivery of small-value local projects and approved changes under the direction of the TAM
- Maintain accurate site documentation, asset registers and change records to a high standard
KEY ACCOUNTABILITIES
Day-to-Day Technical Support
- Provide 1st, 2nd and initial 3rd line onsite technical support across all ICT systems
- Perform daily ticket triage and own the assignment of onsite work for the school
- Triage and resolve more complex onsite incidents, escalating to the TAM or support team when required
- Provide daily classroom AV and hardware support, ensuring teaching spaces are operational at the start of each school day
- Investigate RMM monitoring alerts and proactively address issues before they impact users
- Troubleshoot physical and network infrastructure issues, including cabling, patching, switches and Wi-Fi
- Liaise with third-party software and service providers as directed
Tickets and Administration
- Utilise the Service Desk system to manage all cases, responding within agreed SLA and logging incidents and requests promptly with detailed information
- Keep customers and users informed of progress and provide detailed information before any escalation
- Maintain accurate site IT records, including asset management and inventory, password records and user accounts, stock control, change control records, including door entry and signing-in system records, and mailboxes/user administration
Projects, Change and Onboarding
- Execute approved changes at the school as directed by the TAM, including more technically complex change activity
- Lead post-change testing and complete change documentation
- Identify and log change requests arising from onsite activity, providing technical assessment input where appropriate
- Lead delivery of small-value onsite local projects (within contract) under TAM direction
- Contribute to the technical audits, standardisation work and documentation for their customer
- Audit and update site documentation and Asset Registers as required
Mentorship and Team Support
- Mentor and support Level 1 technicians and apprentices on site, providing day-to-day guidance and technical knowledge transfer
- Act as the senior technical lead onsite
- Attend regular meetings with SDM, TAM and main customer contact ensuring information is prepared in advance
SKILLS AND EXPERIENCE
Essential
- Solid 1st and 2nd line technical experience, with exposure to 3rd line work
- Microsoft Server and Client Operating Systems (Windows Server, Windows 10/11)
- Microsoft 365 administration (Exchange Online, SharePoint, Teams)
- Active Directory, Group Policy and security fundamentals
- Networking — wired and wireless configuration and troubleshooting (switches, VLANs, Wi-Fi)
- Backup and Restore (Veeam or similar) — operational knowledge
- Hardware troubleshooting and component-level repair
- Imaging and deployment (e.g. SCCM, MDT, Intune)
- Strong communication skills with technical and non-technical audiences
- Ability to work autonomously and lead onsite delivery
Desirable
- Mentoring or supervisory experience
- Experience working in an education environment
- Microsoft Intune and MDM
- Hyper-V or VMware fundamentals
- Internet filtering and safeguarding monitoring platforms
- ITIL Foundation
- iOS / Apple device management
REQUIREMENTS
- Fluent in English
- Good working knowledge of MS Office packages
- Willingness to travel to other Medhurst client sites when required
- Enhanced DBS clearance (or willingness to obtain)
- The onsite role is predominantly full time at the designated school
- Attend school Health and Safety, Safeguarding and Security training and adhere to procedures
- Be polite and courteous to all staff, pupils and visitors at all times
- Be ready to start work at the allotted time and dressed appropriately for the school environment
COMPLIANCE
- From time to time, you may be required to perform other duties outside of the role defined.
- You must portray a professional image and be dressed appropriately. Your line manager will provide any specific details where required or requested by you.
- Medhurst provide services into the education sector and as such are committed to safeguarding and protecting the welfare of children and young people. We expect all staff to share this commitment. We will carry out an enhanced DBS check on all staff and continued employment with Medhurst could be affected by the results of the DBS check.
- You may also be required to attend Safeguarding Training should the company decide this is necessary at any point.
The post holder must carry out all duties and responsibilities with reasonable care for health and safety of yourself and any other persons who may be affected by your acts and omissions at work, and to cooperate fully with Medhurst Communications Ltd in Health and Safety, Quality and Security policies.
EQUAL OPPORTUNITIES STATEMENT
Medhurst Communications is an equal opportunities employer. We are determined that no job applicant or employee receives less favourable treatment on the grounds of sex, gender re-assignment, sexual orientation, religion or belief, marriage or civil partnership, age, race or disability. All information will remain confidential to Medhurst and will be handled in accordance with the requirements of the Data Protection Act and GDPR.
