IT Support Manager

Contract type:
Full-time (36.5 hours per week), Permanent

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.

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.

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.

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 (), who will be more than happy to help.

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

Interviews are anticipated to be held in person, on 18 or 19 March 2026