IT Helpdesk Manager
Charterhouse
Surrey
- New
- Salary:
- Competitive
- Job type:
- Full Time, Permanent
- Apply by:
- 16 October 2025
Job overview
Key Responsibilities:
Leadership and Oversight
- Manage and support the IT Helpdesk team, ensuring consistent delivery of exemplary customer service to staff, pupils, the wider school community, and third parties (e.g. event organisers). This includes ensuring appropriate deconfliction of resources with other departments throughout the group of
- Monitor Helpdesk performance for the group of schools, ensuring service requests are responded to promptly and appropriately escalated when necessary.
- Maintain and improve Helpdesk processes, workflows, and documentation to ensure operational efficiency and service quality.
Service Delivery
Ensure all service requests received via email, Helpdesk tickets, phone calls, or in-person are accurately logged and tracked in the Helpdesk system.
Oversee the operational readiness of IT facilities in hash rooms, computer rooms, boarding houses, and academic areas, including computers, projectors, and docking stations.
Coordinate IT support for the group of schools, during hashes and school events, ensuring minimal disruption and maximum availability of resources.
Technical Support
Supervise the provision of hardware support for desktops, laptops, mobile devices (including iPads), printers, copiers, peripherals, and phones.
Ensure software support is provided for standard school systems, escalating to appropriate support area as necessary and monitoring progress until resolution of the support request.
Manage installation and rollout of computer systems across the group of schools, including providing support in person as a member of the support function. This includes oversight of the imaging and deployment of school computers to standard configurations.
Systems and Reporting
- Ensure regular updates to the Helpdesk system and asset databases, maintaining accurate records of incidents, resolutions, and inventory.
- Analyse Helpdesk data to identify trends, recurring issues, and opportunities for improvement.
- Provide regular reports to the Head of IT on Helpdesk performance, user satisfaction, and service metrics.
Application Process
Attached documents
About Charterhouse
Charterhouse is a beautiful school in a 250-acre campus – a wonderful setting for the whole community to live and work together and a splendid backdrop for teaching and learning.
Founded in 1611, Charterhouse is one of the world’s leading coeducational independent schools, welcoming boarders and day pupils at 13+ entry and 16+ entry.
Surrounded by a world of opportunity and connected by a feeling of belonging, each pupil at Charterhouse is educated to embrace life’s full potential, and empowered to carry this into their future. A Charterhouse education prepares for both academic success as well as laying the foundations for future professional, social and personal fulfilment.
The School is academically ambitious for every pupil, with all strands of a Charterhouse education leading towards being fully prepared for the real-world of tomorrow and equipped to grasp future opportunities.
The curriculum is all about choice for the individual and is firmly rooted in academic rigour, intellectual curiosity and independent learning. Year 9 pupils follow a real breadth of academic subjects, with the curriculum in Years 10 and 11 culminating in (I)GCSEs.
Pupils benefit from the dual offer available in the Sixth Form: A Levels with an Extended Project Qualification or the breadth of the IB Diploma Programme. A wonderful range of academic electives are on offer, including the Charterhouse Entrepreneurship Diploma (accredited by the Institute of Enterprise and Entrepreneurs) and the Ivy House Leadership Award.
From an outstanding and varied academic education to the raft of co-curricular options – opportunities abound at Charterhouse. With over 80 activities, the co-curriculum is an essential strand of a Charterhouse education, combining opportunities for leadership development, creativity, exercise and team work.
The Boarding House teams are at the heart of supporting each young person on their journey through the School. The Heads of House live in the Houses, and are supported by a team of tutors and pastoral staff – two of whom are also residential. The House Teams are supported by a 24-hour Health Centre and pupils also have access to support through the Wellbeing team, counsellors and chaplaincy.
Shared values are central to life at Charterhouse, enabling each person to be themselves – everything at Charterhouse begins with kindness. We warmly welcome applicants who will share our values and with the enthusiasm and energy to make a significant and lasting contribution to life at the School. Together we can ensure that Charterhouse continues to be a world-class education provider.
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