IT Support Manager

IT Support Manager
Salary: £41,778 - £44,007 per annum (Grade 9)
Contract type: Full-time (36.5 hours per week), Permanent

The challenge
At WJEC, we contribute to our education communities by providing trusted qualifications and specialist
support, to allow our learners the opportunity to reach their full potential. This is a fantastic chance to be
part of an organisation that both encourages and enhances the minds of tomorrow.

The role
Most organisations are dependent on the smooth running of IT services, and WJEC is no exception.
Ensuring effective management of thousands of user accounts and several business-critical systems,
our IT Helpdesk team are central to our business delivery.

As IT Support Manager, you will lead and manage our team of IT Helpdesk Support Officers, delivering
excellent customer service to our end-users, aligned to ITIL standards and processes. You’ll be a senior
escalation point for complex/high-priority incidents and use strong working relationships across the
organisation and with third-party suppliers to proactively monitor support trends, forecast demand, and
drive continuous improvement across the IT support function.

About you
We’re keen to hear from individuals who enjoy collaborative roles and building positive working
relationships across an organisation. They’ll have excellent IT skills and be able to demonstrate an ability
to provide complex and/or novel technical solutions under time-pressure. Candidates should have prior
experience working in a helpdesk/service desk function and be able to demonstrate excellent
organisational and prioritisation skills. The ability to communicate through the medium of Welsh is not
required but is advantageous.

Benefits
At WJEC, we pride in being an inclusive and supportive place to work. We also offer a range of excellent
benefits including: 25 days annual leave per year (in addition to 16 statutory / additional holidays)
adjusted for part-time/compressed working patterns, free Welsh lessons, a generous pension scheme
and numerous family friendly policies. A career with WJEC can be extremely rewarding and you will be
encouraged throughout with great opportunities to develop your professional and personal skills.

We operate a hybrid working model, enabling the successful candidate to split their time between WJEC
offices and working at home, subject to business need. As such, applications are invited from individuals
across the UK but please note that regular working from our Cardiff and Treforest offices will be required
and may be requested at short-notice.

If you would like to know more about this role, or about working at WJEC, please do not hesitate to
contact our HR team (HR@wjec.co.uk), who will be more than happy to help.

Please visit our website to download a copy of the job description and application form.

Closing date: 23:59, Sunday 08 March 2026
Interviews are anticipated to be held in person, on 18 or 19 March 2026

JOB DESCRIPTION

Job Title:

Department:

Section:

IT Support Manager

IT Services

Digital and Transformation

Responsible to:

IT Service Delivery Manager

Grade:

Location:

Main purpose of Job:

9

Western Avenue/Treforest

The IT Support Manager plays a key role in planning, co-ordinating and managing the IT support services that
underpin the effective management of the WJEC’s business critical IT systems and services. They are
responsible for ensuring the delivery of a customer-focussed, high quality and efficient IT Helpdesk service to
internal and external stakeholders, with responsibility for the design, implementation and maintenance of for
day-to-day service management and support activities within the organisation, to ensure the service is aligned to
industry best practice, with a particular focus on adoption and alignment to ITIL. They will set, review and monitor
IT support SLAs to ensure the team provide the necessary system and technical support required by WJEC.

The role-holder will also engage with IT projects and business changes, playing a key role in the transition of this
work from development to the support function.

Principal Duties and Responsibilities:

IT Support Service

•

•

To plan, co-ordinate and manage the IT Helpdesk Service, delivering a high quality and efficient service
that is customer centric, to internal and external stakeholders.

To lead and manage the team of IT Helpdesk Support Officers, including relevant recruitment and
selection, allocation of workloads, providing pastoral care and feedback alongside undertaking regular
performance reviews.

•  Manage the helpdesk staff rota, ensuring appropriate day to day and weekend cover throughout the year,

organising and allocating work or key daily responsibilities to the team as appropriate.

•  Undertake support reporting including management SLAs and measuring performance against agreed

support KPIs.

•  Maintain, improve and implement IT support procedures, aligned to ITIL, monitoring and encouraging their

adherence across IT support team and wider IT function.

•  Manage the IT service catalogue, including the lines of service, and the appropriate 1st, 2nd and 3rd line

support provision, raising risks as appropriate where there are gaps in the service.

•

To act as a point of escalation for support queries, issues and complaints. Take the lead on escalated
system issues, ensuring the appropriate communications, actions, documentation and resolution to
timeline. Lead and maintain a log of high priority system incidents, ensuring any lesson learnt actions are
assigned and completed.

•  Represent the IT Helpdesk across the organisation, building and maintaining positive working relationships

with other sections and departments, promoting a customer centric IT support function.

Author: Line Manager

Version: February 2026

•  Build and maintain good working relationships with internal IT team and 3rd party suppliers.
•  Monitor support logs to identify and address unresolved issues; leading the resolution to ensure best

possible outcomes for customers, escalating where required.

•

To work closely with the IT Helpdesk Support Co-ordinator to forecast peaks in operational activity and
allocate helpdesk support, where feasible.

User Management and Equipment Provision

•

To be responsible for the end user device replacement program, ensuring the appropriate hardware
standards are maintained and running the required operating systems.

•  Manage the provision and support for office equipment in meeting rooms and shared working areas, as

well as the provision of hire equipment.

•

To lead on procurement decisions of new hardware within the assigned budget, as well as the disposal of
electronic equipment, ensuing system security and disposal standard are met.

•  Be accountable for the management of IT services to internal new starters, movers and leavers, in line

with ISO27001 standards.

•  Have oversight of user access management; undertaking regular reporting and monitoring of systems and
users and supporting the documentation of the varying system permissions and how they match to
organisational roles.

•

To represent IT, and lead where required, on internal working groups and discussions on user
management and ways of working.

Project and System Change handover

•

Lead on the support handover of new systems and system changes, resulting from project development
and business change requests.

•  Work with project and business change teams to review design specification and finalised products to

predict, prevent or mitigate support issues and queries.

•  Advise on the necessary support required to ensure a system can be put live and operationalised with the
appropriate access models and support packages. Aim to maximise the support provided by IT support
team and minimise IT development support necessary for a system.

•  Design and deliver training required for support staff, ahead of new system launch to enable smooth

running of go live support.

•

•

Other

•

Independently, or in conjunction with the IT Trainer, develop IT FAQs and guidance for a range of
audiences.

Lead on feedback to organisational teams where guidance and support is needed for effective support
provision of systems to centres.

To understand and comply with all WJEC policies and procedures detailed in the Staff Handbook; in
particular, ensuring you understand your role and responsibilities in relation to Safeguarding, Information
Security, GDPR, Confidentiality, Welsh language and Health, Safety and Environment.

•  Participate actively in supporting the principles and practice of equality of opportunity as laid down in

WJEC’s Equality & Diversity Policy, embedding ED&I into all projects, policies and practices.

•

To be a pro-active team-member, contributing positively to meetings and projects in support of WJEC
aims and objectives.

To engage in personal and professional development activities relevant to the role.

•
•  To undertake other duties, as required, which are commensurate with the grade of the post.

Author: Line Manager

Version: February 2026

Person Specification

Job Title:

IT Support Manager

Department:

IT Services

Highly desirable criteria are the optimum skills and experience the applicant will ideally have. Desirable criteria
are those which would add value to the job if present and also include potential for growth and development into
the role.

Skills and Abilities

Highly desirable

•  Excellent communication skills, able to convey complex technical matters to a range of audiences.
•  Great interpersonal and presentational skills, able to build effective working relationships quickly and

demonstrate positive customer experiences.

•  High level of IT literacy, including both hardware and software
•  Good organisational skills, able to appropriately prioritise work for yourself and others which spans

several workstreams, meeting deadlines.

•  Strong analytical and problem-solving skills; able to solve novel or complex problems under time-

pressure.

•  Good level of statistical and numerical skills with the ability to accurately analyse data-sets to inform

decision-making.

Desirable
•

The ability to work or communicate through the medium of Welsh

Knowledge

Highly desirable

Technical knowledge, such as Office 365 policies & licensing

•
•  Understanding of the political and other external pressures on an organisation
•  Understanding of database structures, data and likely interdependencies
•  Understanding of UK examination and assessment systems and processes
•  Good understanding of data security, data confidentiality and frameworks such as GDPR and ISO27001

Desirable

•  Project management and change management methodologies
•  Knowledge of ITIL

Experience

Highly desirable

•  Experience of incident management
•  Experience of leading customer support function
•  Experience of leading and managing staff

Desirable

•  Experience of equipment hardware rollout
•  Experience of utilising existing WJEC systems

Training / Qualifications

Highly desirable

•  Educated to degree level or equivalent professional qualification or demonstrable experience for the role
•

ITIL qualified

Desirable

•  Supervision or Management training

Author: Line Manager

Version: February 2026

Telerau ac Amodau Gwasanaeth / Terms and Conditions of Service

Teitl y Swydd /
Job Title:

Rheolwr Cefnogi TG /
IT Support Manager

Cyflog /
Salary:

£41,778 - £44,007 y flwyddyn (pro-rata lle y bo'n gymwys)
£41,778 - £44,007 per annum (pro-rata where relevant)

Gradd /
Grade:

9

Gwyliau Blynyddol /
Annual Leave:

25 diwrnod (182.5 awr) y flwyddyn. Mae CBAC hefyd yn darparu 16 diwrnod (116.8 awr) i
gyfrif am Wyliau Cyhoeddus a chyfnodau Cau CBAC (gwyliau ychwanegol). Mae'r
lwfansau hyn yn cael eu haddasu ar gyfer staff sy'n gweithio'n rhan-amser neu batrymau
gweithio cywasgedig.
25 days (182.5 hours) per annum. WJEC also provides 16 days (116.8 hours) to account for
Bank Holidays and WJEC Closure periods (Additional leave). These allowances are adjusted for
staff who work part-time or compressed working patterns.

Pensiwn /
Pension:

Mae gofynion y Cynllun Pensiwn Llywodraeth Leol yn berthnasol.
The provision of the Local Government Pension Scheme (LGPS) applies.

Math o Gytundeb / Contract Type:

Oriau Gwaith / Working Hours:
☒  Llawn-amser / Full-time

Hyd y Contract / Length of Contract:
☒  Parhaol / Permanent

☐  Rhan-amser / Part-time

☐  Tymor penodol / Fixed-term

Nifer yr oriau yr wythnos /
No. of hrs per week:

36.5

Dyddiad gorffen arfaethedig /
Planned end date:
Rheswm dros y cyfnod penodol /
Reason for fixed-term:

Arall / Other:
Cyfnodau prysur llwyth gwaith /
Workload Peaks:

Amh /
N/A

Dull Ymgeisio / Method of Application:

Dylid anfon ffurflenni wedi’u llenwi ar e-bost at AD@cbac.co.uk erbyn 23:59, dydd Sul 08 Mawrth 2026.
Rhagwelir cynnal cyfweliadau wyneb yn wyneb, ar dydd Mercher 18 neu dydd Iau 19 Mawrth 2026.

Completed forms should be sent by email to HR@wjec.co.uk by 23:59, Sunday 08 March 2026.
Interviews are anticipated to be held in person, on Wednesday 18 or Thursday 19 March 2026.

Author: Line Manager

Version: February 2026