Please note, you must hold a full driving license as you will be required to travel to various school sites within the Group. You must have the right to work in the UK.
The Mill Hill Education Group is seeking to recruit an experienced Regional IT Services Delivery Manager to lead and develop IT support services across a portfolio of schools. This is a technical and operational leadership role responsible for delivering excellent customer experience, managing multi-site IT support teams, driving continuous service improvement, and ensuring the reliability, security and effectiveness of IT systems.
The successful candidate will work closely with school leaders, Digital Leads, and the Group IT Director to deliver high-quality IT services, support strategic technology initiatives, and develop a culture of proactive support, innovation and continuous improvement.
KEY RESPONSIBILITIES
- Manage day-to-day IT support across assigned schools maintaining high levels of customer satisfaction
- Oversee ticket flow, service levels and escalations whilst reducing repeat incidents through root cause analysis and automation
- Educate staff on the ticketing system and AI IT Agent ensuring consistent adoption across all sites
- Conduct proactive ticket reviews and provide trend analysis to stakeholders
- Maintain adequate spare devices to minimise disruption to teaching and learning
- Manage telephony and mobile assets ensuring accurate allocation and licensing
- Monitor system alerts and ensure prompt resolution or escalation
- Develop, review and maintain technical documentation and knowledge base articles
- Manage starter and leaver processes, staff inductions and asset register accuracy
- Lead the IT support team across multiple sites including leave management, performance reviews and resource planning
- Promote continuous professional development and develop subject matter experts within the team
- Attend Change Advisory Board meetings, IT leadership meetings and security briefings
- Support the delivery of examination technology requirements in partnership with Exam Officers
- Oversee AV and event technology support and maintain event schedules
- Conduct regular site visits and meetings with Digital Leads
- Provide regular service performance updates, risk assessments and improvement plans to the Group IT Director
- Arrange support cover during staff absences and ensure continuity of service
- Manage regional IT projects across multiple schools
- Work with senior technical teams to deliver infrastructure improvements and major system upgrades
- Support merger integrations and end-of-year technology activities
- Plan support models for new systems and services
- Identify, manage and mitigate project and operational risks
- Contribute to group-wide IT strategy, processes and transformation initiatives
- Define and track service metrics to improve team performance and customer satisfaction
- Build strong partnerships with key stakeholders across the education group
- Respond promptly to service escalations and business-critical issues
- Investigate negative customer feedback and implement corrective actions
- Provide technical expertise and analytical support for complex incidents
- Ensure systems remain available, secure, patched and compliant with information security requirements
- Support administration of Microsoft 365, Azure, Intune and other core technology platforms
- Drive automation initiatives to improve efficiency and reduce operational overhead
- Support application and estate technology deployments where required
Why choose The Mill Hill Education Group?
Mill Hill Education Group is a charitable collection of independent schools. Its aims of instilling values and inspiring minds has been a key focus since the founding of Mill Hill School in 1807. All schools share an educational philosophy around developing thoughtful and responsible pupils with a global outlook. School life combines academic rigour with a breadth of opportunities to develop young people able to flourish in an ever-changing world.
- Educates boys and girls from 3–18, seeking to equip them for life, both now and in the future.
- Our stimulating academic environment and numerous activities outside the classroom encourage learning and personal growth.
- We are committed to the development of every pupil and believe that our friendly and supportive community helps this to happen.
- We seek as a group to instil a love for learning which will last a life time whilst balancing this with a readiness to embrace change.
For further information, please contact the Recruitment Team at [email protected].
The Mill Hill Education Group is committed to safeguarding the welfare of children. As part of our Recruitment Checks, the appointed candidate will be subject to a Social Media and Enhanced DBS Check.
Pay: £45,000.00-£55,000.00 per year
Work Location: In person
