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 College’s strategic ambitions. Day to Day ImpactIT Support Leadership

• 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

Service Management & ITIL

• 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

Team Leadership & Development

• 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

End User Technology & Device Strategy

• 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

Service Improvement & User Experience

• 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

Operations, Assets & Stakeholder Engagement

• 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.