Lead Innovation. Enhance Experience. Transform IT Services.

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 Impact

IT 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

Is This You?

Qualifications

• ITIL Foundation (minimum) — higher certification desirable

• Degree or equivalent experience in IT, management, or a related field

Experience & Skills

• 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

Attributes

• 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

Working for Oaklands

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