New comprehensive managed support service for schools and trusts that is 100% aligned with DfE and NCSC guidelines for service provision and cyber security.
What we support
From day-to-day technical issues to more complex troubleshooting, we can support:
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Devices and classroom technology (Windows laptops/desktops, printers, classroom tech)
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Network and connectivity (Wi-Fi, access issues, performance)
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Set-up and troubleshooting (day-to-day IT queries, fixes and guidance for staff)
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Cloud services (Google and Microsoft cloud-based options available)
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Software and user accounts (support for school-approved applications and account access, including password resets)
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Digital strategy and consultancy aligned to the DfE’s Realising the Potential of Technology in Education
Managed IT support for schools key features...
- IT support at its core
- IT Service DeskFriendly, expert IT support just a call or email away. Log any issue and our team will get to work - keeping your school running smoothly.
- AutomationOur automated platform monitors and updates your computers with OS and security patches, resolving issues and keeping them ticking so you can focus on your core activities.
- Unlimited onsite visitsNo more waiting for scheduled visits. We’ll send the right technician with the right skills when the issue cannot be resolved remotely, as often as needed.
- Dedicated service and account managersYour own named contacts for both day-to-day service and long-term IT planning. We’re here to support you with both the small stuff and the big picture.
- Project workNeed a new wireless network, server upgrade or devices set up? Our fixed-price project service covers it all, including post-installation support.
- Block hoursPre-paid support time you can use for extra help, changes support during third-party visits or Ofsted inspections, whenever it suits you. No expiry, no fuss.
- VIP supportNominate key staff for priority support, giving school leaders or business managers a fast-track resolution for their devices.
- IT strategy and consultancyPlan smarter. Align your school’s IT with your educational goals through expert advice and digital transformation planning.
What schools say
Very good. Efficient and very helpful for me as I do not normally deal with the IT stuff. Thank you.
Woodlands Primary School
Very prompt response, knowledgeable person handling the issue and very helpful.
Featherstone Wood Primary School
I’ve always had confidence in their ability to provide support, from the most complex problems to the simplest.
Stevenage St Nicholas JMI School
FAQs
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The Department for Education (DfE) has published comprehensive digital and technology standards covering areas such as digital strategy, IT managed support, cyber security, broadband, network switching, and more. These standards can be viewed on the official DfE website.
HFL’s IT Managed Services provide detailed reporting and a complete 360-degree view of all support activity through our IT support portal. This enables schools and trusts to monitor service effectiveness, support informed decision-making, and demonstrate compliance with DfE expectations.
Our broadband, filtering and cyber security services are also fully aligned with the DfE’s published standards.
- Find out more about HFL Broadband
- Find out more about HFL cyber security -
HFL support services are designed to meet the needs of both individual schools and Multi Academy Trusts (MATs). For MATs we offer a comprehensive suite of complementary services to strengthen internal IT teams, including Automation RMM, a Hybrid Support Portal, and a professional ticket management platform. These tools enable internal teams to escalate complex issues seamlessly to HFL Technology specialists for fast, expert resolution. Trusts can also rely on HFL Technology in Schools for holiday cover, support with complex technical projects, and tailored training for their IT teams.
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Yes. We have introduced a new support portal that allows schools to:
- Log support tickets
- Track progress in real time
- Access self-help and knowledge base resources
In addition to supporting staff, the portal provides school leaders, headteachers and business managers with full 360-degree oversight, including visibility of:
- All tickets logged by staff
- Ticket progress and historical records
- Current and past projects
- Requested quotes
- Asset lists, and more
If you do not yet have access, please contact your account manager, who can arrange this for you. Alternatively, to find out more, please contact us, tell us your areas of interest, and we will be in touch straight away.
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Yes, on-site engineering support is included. We have introduced UNLIMITED escalation visits, a proactive model to replace the traditional model of limited scheduled visits which do not align with new DfE IT support standards.
Schools no longer need to wait for a scheduled visit to resolve issues. Engineers will be dispatched as needed, as often as required. This ensures:
- More effective deployment of engineering resource
- Better matching of engineer expertise to issue complexity
- Improved service quality
- Guaranteed SLA response times
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Block hours is a service introduced by HFL in 2025. It gives schools the freedom to access extra IT support outside of their break/fix support agreement, or for project work.
Available in blocks of 8, 24 or 40 hours, these pre-paid hours are a smart, flexible way to get additional help beyond the IT agreement you have in place with TiS. This helps keep the cost of break/fix support as low as possible for as long as possible.
Things to know:
- No expiry date: Use them whenever you need—your hours never expire
- Flexible: Ideal for one-off tasks or extra support needs that pop up throughout the year
- Peace of mind: Backup time ready to go, without needing to raise a new purchase order or wait for approval
Perfect for (for example):
- Moving workstations, setting up a new space, or preparing old equipment for disposal
- Supporting third-party visits (e.g. a new photocopier install, an electrician connecting a smart meter to Wi-Fi), an Ofsted audit, or having an engineer on-site during exams “just in case”
- Covering IT staff absence, or providing extra hands with specific skills to support your team on-site
How to book
Please give us five working days’ notice to schedule your time—we’ll match you with the right engineer for the job. Need help sooner? We’ll always try to accommodate last-minute requests, subject to availability. If we can’t meet your preferred date, we’ll work with you to find the next best option. Emergency visits will always be prioritised.
Multi Academy Trusts - The skeleton IT crew crisis: How MAT leaders reduce their IT cost while mitigating risks
Transforming Technology in Schools: Aligning HFL Education IT Services with DfE Digital Standards
DfE’s Cyber Security Standards: A guide for schools and trusts