IT Support Manager

Role Purpose

The IT Manager will be responsible for the overall management, security, and development of IT infrastructure, core business systems, and digital learning technologies.

This includes ownership of accessplanit as the organisation’s Training Management System and leadership of the governance, policy, and appropriate use of AI and digital technology within learning and assessment.

This is a hands‑on role, combining strategic oversight with operational delivery, ensuring systems are secure, compliant, reliable, and actively support high‑quality training delivery for staff and learners.

Key Responsibilities

IT Operations & User Support

Act as the primary point of contact for IT support across the organisation

Provide day‑to‑day technical support to staff, including troubleshooting hardware, software, and access issues

Maintain and support laptops, PCs, mobile devices, and peripherals

Manage device provisioning, upgrades, replacements, and decommissioning

Ensure all devices meet agreed standards for operating systems, patching, and security

Microsoft 365 & Identity Management

Manage Microsoft 365 services including Exchange, Teams, SharePoint, OneDrive, and security tools

Administer Microsoft Entra ID, including user accounts, permissions, and access policies

Ensure Multi‑Factor Authentication (MFA) and secure login practices are implemented and maintained

Provide guidance and training to staff on best‑practice use of Microsoft tools

Accessplanit & Training Systems Management

Act as system owner for Accessplanit, managing configuration, user access, permissions, and system settings

Ensure Accessplanit is maintained in line with operational, learner, and compliance requirements

Support integrations between Accessplanit and other platforms (e.g. website, Microsoft 365, finance systems where applicable)

Provide day‑to‑day support and troubleshooting for staff using Accessplanit

Act as the primary liaison with Accessplanit support

Work closely with operations, training, and compliance teams to improve system processes, reporting, and data accuracy

Ensure learner, course, and assessment data is managed securely and in line with GDPR requirements

AI Policy & Use of Digital Technology in Learning

Lead the development, implementation, and review of business AI and digital technology policies

Define clear guidance on the appropriate and inappropriate use of AI tools within learning, teaching, and assessment activities

Ensure AI and digital technology use aligns with awarding body requirements, regulatory expectations, safeguarding, and academic integrity

Work collaboratively with training, quality, and compliance teams to embed policy into delivery practices

Monitor emerging AI technologies and assess risks, opportunities, and relevance to training delivery

Ensure digital learning technologies support accessibility, inclusion, and data protection principles

Trainer & Staff Digital Guidance

Produce and maintain clear, trainer‑facing guidance on the use of AI and digital tools in courses

Support trainers and staff in the responsible and effective use of digital technology to enhance learning outcomes

Deliver awareness sessions or guidance materials on digital literacy, AI awareness, and acceptable use

Cyber Security & Data Protection

Implement and maintain IT security policies and controls in line with GDPR and organisational requirements

Oversee endpoint security, firewalls, backups, and disaster recovery processes

Monitor cyber risks and manage responses to security incidents

Support audits, reviews, and continuous improvement of information security practices

Networking, Vendors & Continuous Improvement

Manage on‑site and remote networking, including Wi‑Fi, switches, firewalls, and internet connectivity

Liaise with external suppliers and service providers

Lead IT projects including upgrades, migrations, and new technology implementations

Contribute to budgeting, procurement, and future IT planning

Identify opportunities to improve efficiency, security, and user experience across all systems

Website Management & Migration

Lead the planning and delivery of the migration of the business website(s) away from Squarespace to a future platform

Own the technical aspects of website migration, including hosting, domains, DNS, security, and system integrations

Work collaboratively with marketing, operations, and external suppliers to ensure content, functionality, and branding are maintained during migration

Ensure all websites integrate effectively with core systems such as Accessplanit, booking systems, and payment platforms where applicable

Oversee website performance, security, accessibility, and data protection compliance post‑migration

Act as the internal technical owner for ongoing website management and future digital development

Essential Skills & Experience

Proven experience in an IT Manager or IT support role

Strong working knowledge of Microsoft 365 and Microsoft Entra ID

Experience managing IT security, MFA, device management, and user access controls

Experience supporting IT systems in an education, training, or regulated environment

Solid understanding of networking principles (Wi‑Fi, firewalls, switches)

Ability to communicate technical concepts clearly to non‑technical users