IT Support Specialist

The IT Support Specialist will be responsible for the day-to-day management, maintenance and development of the organisation's IT systems and platforms, including hardware, software, cloud-based systems and digital tools. The role also includes technical support for staff together with management of training and resource portals (learning and development), system optimisation and implementation of new technologies (including AI tools) to improve efficiency and quality across the business., 1. IT Support & Maintenance

• Provide day-to-day IT support to staff across all residential and head office locations (on-site and remote).
• Troubleshoot hardware, software and network issues in a timely manner.
• Manage and maintain user accounts, permissions and security settings across systems.
• Oversee the setup and configuration of new devices, ensuring appropriate access and data protection compliance.

2. Systems & Portal Management

• Manage existing digital platforms such as HR systems, care management software, training portals and document libraries.
• Ensure data integrity, access control and optimal performance of all systems.
• Liaise with external IT service providers and software vendors to resolve issues and implement updates

3. Digital Infrastructure (Microsoft Teams / Monday.com/Care Management Systems)

• Rebuild and maintain structured, secure, uniform workspace
• Ensure consistent and auditable file management
• Connect digital information with referral / placement data flows
• Maintain accounts & secure access controls (starters/leavers)
• Build and maintain digital forms aligned to regulations & policies
• Check records for accuracy, compliance, and safeguarding standards
• Run audit trails for governance, inspections & leadership reporting
• Troubleshoot usage issues with home teams & care staff
• Maximise system utilisation to improve care delivery and monitoring
• Deliver training during induction & ongoing staff development
• Lock IP addresses to increase GDPR and safeguarding controls

4. Inventory & Resource Management

• Maintain an accurate inventory of IT equipment, software licences and digital resources.
• Ensure all assets are tracked, compliant and up-to-date with relevant policies.
• Oversee procurement and renewal of IT-related contracts, subscriptions and licences.

5. Training & User Enablement

• Maintain and support the company's online training platforms and resource library.
• Develop and deliver basic IT training to staff to improve digital confidence and productivity.
• Create clear, user-friendly guides and documentation for internal systems.

6. Policies & Information Governance

• Reformat, secure and maintain all company policies
• Standardise file formats, templates and document control
• Version control & secure distribution to all homes

7. Innovation, AI & Continuous Improvement

• Identify and implement technology and AI-driven solutions to streamline operations and improve care delivery efficiency.
• Work with management to introduce automation, analytics and intelligent tools that enhance data-driven decision-making.
• Stay informed on emerging technologies relevant to the care sector and recommend practical applications.
• Support digital transformation projects aligned with organisational goals.

6. Governance & Compliance

• Ensure all IT systems comply with GDPR and other relevant data protection regulations.
• Support the organisation's cybersecurity framework and incident response processes.
• Contribute to IT policy development and best practice documentation.
• Restrict and monitor internet usage per safeguarding policy

Do you have experience in IT support?, Do you have a Doctoral degree?, * Proven experience in an IT Support, Systems Administrator or similar role (preferably in the care or education sector).

• Strong understanding of Microsoft 365, SharePoint, Teams and Windows environments.
• Experience managing web-based portals, cloud systems and user access permissions.
• Familiarity with data protection, GDPR and safeguarding in a children's services context.
• Strong troubleshooting, analytical and problem-solving skills.
• Excellent interpersonal and communication abilities.
• Self-motivated and able to prioritise workload across multiple sites.

Desirable Skills

• Experience introducing or supporting AI tools, automations or workflow improvements.
• Knowledge of care management or HR software platforms.
• Experience with Power Automate, Power BI, or similar data and automation tools.
• Basic understanding of networking and cybersecurity principles.

A passion for improving care delivery through technology

Key Competencies (Residential Childcare Focus)

Competency: Safeguarding Awareness Definition: Understands digital safeguarding risks Expected Behaviour: Flags concerns, manages safe digital space

Competency: Data Protection & GDPR Definition: Protects sensitive children's data Expected Behaviour: Ensures secure access, audits compliance

Competency: Record Keeping & Accuracy Definition: Ensures high quality, child-centred records Expected Behaviour: Maintains and audits system data integrity

Competency: Digital Literacy Definition: Strong technical and system skills Expected Behaviour: Supports and trains staff effectively

Competency: Problem Solving Definition: Responds quickly to system issues Expected Behaviour: Provides timely, practical solutions

Competency: Attention to Detail Definition: Ensures precision in care and compliance tasks Expected Behaviour: Verifies accuracy before sign-off

Competency: Communication Definition: Clear communication to non-technical staff Expected Behaviour: Adapts style for carers, managers, exec

Competency: Training & Coaching Definition: Builds staff digital capability Expected Behaviour: Delivers inductions and refreshers

Competency: Professional Integrity Definition: Manages confidential information professionally Expected Behaviour: Maintains trust and protects children

Competency: Continuous Improvement Definition: Seeks better processes and tools Expected Behaviour: Suggests improvements and efficiencies

Competency: Organisation & Planning Definition: Manages tasks across multiple homes Expected Behaviour: Prioritises workload, meets deadlines

Competency: Leadership (non-line) Definition: Influences system practice and compliance Expected Behaviour: Drives consistent digital standards, * PhD (preferred), * IT support: 4 years (preferred)

• Company pension
• Cycle to work scheme
• Employee discount
• Free parking
• Health & wellbeing programme
• On-site parking