Managed IT Services

We run your IT day to day so your team does not have to: a service desk across first, second, and third line, proactive monitoring, and a named Service Delivery Manager who owns the relationship. One service level agreement (SLA), visibility across your school or your whole trust, and problems that get owned.

1st to 3rd Line

Service Desk

one number to call

Named

Service Delivery Manager

owns the relationship

Proactive

monitoring

issues caught early

Termly

service reviews

evidenced progress

What it is

IT that gets owned, not passed around

Managed IT is where the relationship lives. We provide proactive monitoring through our remote management platform, patching, and asset and licence management, with a service desk behind it all.

Where your contract includes an onsite technician, they are your first line: on the ground, known by name, part of the school. Behind them sits our service desk and third-line specialists, so the hard problems escalate to people who solve them, not to a queue.

A named Service Delivery Manager owns the account and holds termly service reviews, giving a school a single, consistent view of its service, and giving a trust that same view across every school. One SLA, named engineers who know your site, and accountability that does not move around. A Technical Account Manager is the technical lead for your school, visiting on an agreed rhythm to identify and specify improvements, and our strategy and EdTech consultants work with your leadership on a five-year IT strategy and budget plan.

Safeguarding is contractual, not incidental. Our staff never initiate direct contact with pupils or parents; any engagement with pupils is through a formal staff referral or in the presence of school staff. The service is assessed against National Cyber Security Centre (NCSC) guidance, Keeping Children Safe in Education (KCSIE) requirements, and the Department for Education (DfE) digital and technology standards, multi-factor authentication (MFA) is implemented on every system that supports it, and an annual cybersecurity awareness session is available to all staff.

An onsite technician as your first line, where your contract includes one
Unlimited remote and telephone support, 7:30am to 5:30pm, Monday to Friday, 52 weeks a year
Remote server monitoring 24 hours a day, 7 days a week: backups, availability, performance, disk usage, antivirus
Named Service Delivery Manager and Technical Account Manager, termly reviews, school and trust-wide visibility
Third-party vendor liaison handled for you, from fault resolution to renewals

Who it is for

MAT COO, Business Manager, and Director of IT

Leaders value the single point of accountability; IT values the depth behind the desk.

making IT better

Refresh

making IT better, built into the contract: every termly review closes the loop between what the service data shows and what changes next term. That is how the service gets better instead of just staying the same.

Operating commitments

What you can expect

Your SLA sets the specifics for your contract.

Service hours and response

Service desk 7:30am to 5:30pm, Monday to Friday, 52 weeks a year excluding UK public holidays, with 24/7 remote server monitoring behind it. Response is priority-based: a priority one incident gets a response within 30 minutes and a target resolution within two hours, and every case is measured against a published satisfaction target of 90 percent good or above.

Keeping an eye on your service

Your named Service Delivery Manager reports the key performance metrics at each termly service review: response and fix performance, first-time fix rate, recurring faults, and progress against the improvement plan.

Future proofing

Aligned to the DfE digital standards with 2030 in view: emerging technology assessed through making IT better, our continuous improvement cycle, and strategic support for your evolving technology roadmap.

Vendor partnerships and accreditations