Job Specification

Job title Education Service Delivery Manager
Base location East London
inTEC brand Sweethaven Education: Reigate
Job type Hybrid
Hours per week 40 hours per week
Annual leave 20 days
Annual salary £45,000 – £50,000
Reports to Head of Education Operations

Hello, we are inTEC

Hello, Sweethaven is part of the inTEC GROUP. We are education technology specialists and have a proven track record working with independent schools and colleges to deliver enterprise-grade IT systems, support and knowledge that enable quality, innovation and excellence in education. Sweethaven Education’s offices are in Guildford and Reigate.

Our group, spanning the UK and Ireland, consists of over 200 technology and communications experts committed to helping organisations work smarter through technology.

We operate across multiple sites, specialising in IT Support, Cloud, Cyber Security, Professional Services, Communications, and Infrastructure, providing a comprehensive and independent technology consultancy service.

We aim to assist organisations in understanding and extracting genuine value from their technology systems and investments. By collaborating with renowned brands across various sectors, as well as numerous independent and state schools, we integrate design, processes, and technology to achieve organisational goals and deliver outstanding client experiences.

Our clients enjoy technology services that blend the expertise and scale of a large organisation with the personal touch and sentiment of a family-run business

Discover more about the inTEC GROUP at weareintec.co.uk

Our Solutions

  • DIGITAL TRANSFORMATION: Over 15 years of creating successful long-term Digital Transformation strategies for educational organisations.
  • MANAGED IT SUPPORT SERVICES: Reducing the burden on teachers and school management by managing your schools IT support delivery and enhancing IT governance.
  • INFRASTRUCTURE & CLOUD SOLUTIONS: A proven track record of delivering optimised technology & infrastructure, electrical and audio visual solutions to schools.
  • CYBER SECURITY & SAFEGUARDING: Technology and managed services that facilitate learning whilst safeguarding pupils, staff, schools and educational reputation

Role Profile

  • Responsible for direct management of onsite education Team Leads and Network Managers including; identification of skills gaps, creation of skills matrices, development and implementation of training program at both individual and team level, tangible reporting to show a service improvement link between program and individual performance.
  • Service Delivery Management: Act as the primary manager and escalation point for service delivery at education customer sites.
  • Collaborate closely with onsite service engineer teams and account managers to efficiently meet customer requirements, ensuring issues are resolved correctly and promptly.
  • Customer Communication: Take ownership of problems with clear and concise communication, managing customer expectations effectively whether in person, over the phone, or via remote connectivity.
  • Team Leadership: Oversee education site leads, ensuring support tickets are addressed within agreed customer SLAs. Mentor and develop teams to enhance their performance and service delivery.

Day-To-Day Responsibilities

  • Act as primary escalation point for education site leads
  • Responsible for direct management of onsite education Team Leads and Network Managers including; identification of skills gaps, creation of skills matrices, development and implementation of training program at both individual and team level, tangible reporting to show a service improvement link between program and individual performance.
  • Responsible for performance management of a team, regular score check-ins, regular performance reviews both at individual and team level, highlighting areas for improved achievement, as well as introducing performance development plans and where necessary managing disciplinary reviews, reviews including performance grading and salary recommendations
  • Owning and developing the knowledge base for the teams and supporting customer base ensuring that the knowledge is documented and shared
  • Primary technical support advisory to the service manager on all service-related incidents and problems
  • Primary responsibility for taking over major impacting service incidents, owning the investigation, diagnosis, identified of root cause and rollout of mitigating actions to permanently fix the underlying issue
  • Be responsible for identifying opportunities within customer sites to work with relevant stakeholders to remove underlying issues affecting user experience, owning and following through to completion the rollout of any permanent fix
  • Keeping accurate records and site documentation
  • Keeping accurate time entries on ConnectWise
  • Provide level 2 server, network and desktop technical support, diagnosing customer issues and providing a high level of first-time fix
  • Incident and problem management – taking over from 1st or 2nd line engineers where escalation is required
  • Provide solution(s)/work around(s) to incident and problems highlighting and escalating concerns over delivery to agreed customer SLA’s
  • Responsible for achieving agreed service levels at both team and individual level.
  • Responsible for ensuring that all tickets within the team are analysed for urgency and impact and then prioritized and allocated accordingly and in line with agreed service levels.

Other activities may include:

  • Take responsibility for own continual professional development, allocating time to understand and learn the technologies your team support to more detail.
  • Provide hands on technical support experience, cherry picking quick technical fixed when required.
  • Attending customer meetings as required to help provide technical explanations and guidance of service impacting issues.
  • Ensuring appropriate standards and procures are adhered to during the development process to support a quality of service to customers.
  • Work with a variety of company and technical teams to enhance service or to develop solutions.
  • Carry out any other reasonable request made by the Company.

Personal Attributes

  • Strong interpersonal skills; able to communicate verbally and in writing to both technical and non-technical audiences.
  • Creative, analytical problem solver with the ability to apply original and innovative thinking.
  • Methodical approach suitable to resolution of problems / issues.
  • Able to manage changing workload and priorities.
  • Able to work both within a team and using own initiative.

Experience

Essential

  • Intermediate level of knowledge and use of Microsoft Office applications
  • A proven passion for ICT and all things technology.
  • Install, configure, trouble shoot issue, using: All MS Windows desktop platforms All MS Office desktop applications Apple mobile technologies Android & Windows mobile technologies. One at least to an accredited standard.
  • Install, configure, troubleshoot issues, using: All MS Exchange platforms All MS Windows server platforms. One at least to an accredited standard.
  • PC/Server hardware – upgrade, both hardware and firmware, RAID configurations, iLO Active Directory – configures sites and services, resolve issues.
  • Firewalls, routers & VPNs – install, configure and troubleshoot.
  • Office 365 – create accounts, breakdown, trouble shoot issues, AD sync etc.
  • Microsoft Hyper v / VM Ware – basic skills.
  • SharePoint.
  • Veeam – setup, implement and trouble shoot local and datacenter based backups
  • Switches – install and configure, setup VLAN’s, tagging, breakdown, trouble shoot issues.
  • Audio visual equipment – knowledge of interactive screens, accompanying suite of software and how to troubleshoot issues

Desirable

  • NAS & Storage Technologies.
  • DNS – running through the DNS structure to ensure domain entries exist for DCs, moving external DNS services around to meet different IP’s when internet changes Group policies – create, breakdown, troubleshoot issues.
  • G-Suite – create accounts, breakdown, trouble shoot issues.
  • Experience using ConnectWise.

Conditions

Travel to education sites will be required at least 3 times per week within the East London area, with some occasional travel to sites further afield. This role is subject to an enhanced DBS check, with children’s barred list check.

Recruitment Process

We want the best people to join our team.

It’s important that you are yourself when we interview you, so we can see the best of you. We know interviews can be nerve-wracking and we will always put candidates at ease.

Our interviews are a two-stage process. We always invite you to meet the team which you will be joining and have a look around our offices.

We also want YOU to ask US questions, so please come prepared with relevant questions.

Good luck!

Our Values

Here at inTEC, we pride ourselves on our strong brand values which are reflected in the work our brilliant team does every day:

  • We are curious.
  • We are determined.
  • We are open.

Our Community

Corporate Social Responsibility is very important to our business and our team. We consider it from three distinct perspectives:​

  • Community – helping people understand the role we play within the community and contributing our expertise to enhance the work of charities, sports clubs and volunteer groups;
  • People – finding and developing great people throughout their inTEC journey;
  • Environmental Management – managing our impact on the environment in a responsible and ethical manner.

Over the years, we’ve helped many charities, schools, universities, grassroots sports clubs and local organisations with free technology support, advice and training, corporate sponsorship and fundraising events.

Our Culture

Across all of our UK and Irish sites, we have a team of Culture Champions who are here to make inTEC a great place to work. The friendly team help to organise events including everything from Summer barbecues and Christmas parties to online quizzes and coffee ‘n’ cake mornings! We plan a 12-month calendar of fun events of which we hope you will really enjoy taking part.

Here at inTEC, we know that a fully engaged team is a happier, stronger and more efficient team!​

Next Steps

Please email your CV and covering letter or any queries you may have to our Recruitment Team at: recruitment@intecbusiness.co.uk.

Discover more about inTEC at weareintec.co.uk.