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IT & Product Support Manager

Location: London Salary: £35000.00 - £37500.00 per annum
Sector: IT & Telecoms, Technology Type: Permanent
Contact: Olly Nixon Job Published: 28 days ago

IT & Product Support Manager



IT & Product Support Manager needed for a highly reputable educational services organisation based in London who are looking to employ an experienced and well-rounded IT & Product Support Manager that takes pride in their work. This new role will play a vital role in strengthening our clients IT operations and ensuring that our online learning programmes provide the best possible experience for our learners.

The successful candidate would desirably have a relevant degree or equivalent professional experience and have a keen interest in e-learning. If you have experience working in agile environments that would be a plus!


  • Salary: £35,000 - £37,500 per annum
  • 24 day's holiday + Bank Holidays & New Year's Eve
  • Variable Annual Salary Review
  • Career Progression within a dynamic and growing organisation

What the role entails:

Some of the main duties of the IT & Product Support Manager will include:

  • Acting as the link point between our users (e.g., schools individual, learners and teachers) and our product developers based around the world
  • Making sure that all IT systems are functioning correctly for all internal and external stakeholders
  • Manage relationships with external IT suppliers and developers, including our main offshore product developers in India
  • Collecting and synthesising user feedback to oversee programme and product improvements
  • Working with your manager to understand areas of platforms that need improving and working with our stakeholders to design and implement these
  • Designing and implementing projects to join up our internal and external IT systems to improve performance and efficiency across the business and products
  • Conducting testing and research with our school partners to diagnose and fix user issues
  • Acting as the point of contact for our key developer and software partner relationships, including our offshore product development team (based in India), running sprints with them to improve products and services
  • Managing, customizing and updating our Jira boards daily to ensure that all product improvements & fixes are on track
  • Managing our internal cloud storage systems and SharePoint, ensuring that all of our staff and teachers around the world have the access they need to the material to help our students succeed
  • Managing all of our websites and working with our external partners to ensure that they are secure and up to date
  • Liaising with school network and IT managers to ensure that programmes run successfully over their networks
  • Reporting on product and programme performance to Senior Management Team and external stakeholders as required

What experience you need to be the successful IT & Product Support Manager:

  • Educated to university level
  • At least 3 years of experience in a similar role
  • A highly proficient user of IT systems and software, including Microsoft Suite, Jira/Confluence, Word Press and HubSpot
  • A passion for e-learning and a strong understanding of learner platforms and how they work
  • Experience working with LMS systems
  • Experience managing software on cloud servers (e.g., AWS)
  • Exceptional time management skills and keen eye for detail
  • An analytical mind and someone who enjoys problem solving
  • Great communication skills and experience articulating problems and fixes to multiple stakeholders
  • Demonstratable project management experience

This really is a fantastic opportunity for an IT & Product Support Manager to progress their career. If you are interested, please apply as soon as possible as this position will be filled quickly so don't miss out!

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