Head of IT

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 Colleges 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