IT Support Manager

Royal Academy of Dance - IT

Are you a technical lead who thrives on bridging the gap between high-level problem solving and people management?

We are a world leader in dance education and a prestigious awarding body. RAD’s mission is to inspire the world to dance. With over 100 years of history, we are looking for a proactive IT Support Manager to lead our newly created IT support function and ensure our team has the tools they need to succeed.

The Role

As the IT Support Manager, you will be the bridge between technical expertise and operational delivery. You will lead our helpdesk engineers, act as the senior escalation point for complex issues, and work closely with the Head of IT to elevate our systems and processes.

What You’ll Do

• Lead & Mentor: Manage a team of support engineers, fostering a culture of continuous improvement and customer service.
• Technical Escalation: Act as the 3rd-line technical expert, tackling complex infrastructure, cloud, and end-user challenges.
• Service Maturity: Oversee the helpdesk lifecycle—from triage and SLAs to resource planning and documentation.
• Operational Security: Manage onboarding/offboarding and access controls (MFA, PoLP) to maintain a secure, resilient environment.
• Innovation: Analyse support trends to identify improvements in our Microsoft 365, Intune, and Ninja One environments.

What You’ll Bring

• Proven Technical Expertise: Deep hands-on knowledge of the Microsoft 365 framework, Intune, and RMM tools
• Leadership Experience: Motivate a team and manage workloads effectively in a fast-paced environment.
• Problem-Solving Mindset: A solid understanding of networking fundamentals and the ability to troubleshoot complex SaaS and cloud issues.
• Communication Skills: The ability to translate tech-speak for non-technical colleagues and build trust across the organisation.

This is a 12-month fixed-term contract offering a unique 34.5-hour working week, allowing for a better work-life balance. Based at our stunning headquarters in Battersea, you’ll be part of a prestigious global organisation where your work directly enables the future of dance education.

Why work for us?

We offer 25 days paid holiday (pro rata) plus bank holidays and a birthday day off, contributory pension scheme, access to the Perkbox discounts platform – including an Employee Assistance Programme, WeCare scheme, health cash plan, and life assurance.

Due to the nature of the RAD’s work, the successful candidate will be required to have an Enhanced Disclosure from the Disclosure and Barring Service.

We encourage and welcome applications from people with a disability, people from minority ethnic backgrounds, and people from the LGBTQIA+ community.

Please let us know if you have any access needs for the interview.

Applicants must have the right to work in the UK and bring relevant documents if invited to attend an interview. We are unable to sponsor people under the Skilled Worker scheme.

No agencies please.

To find out more about the RAD please visit our website:https://www.royalacademyofdance.org

To apply for this role, please click on the 'Apply' button above.