Six insights from United Learning’s IT apprenticeship journey

IT Service Manager Michael Coyne from the United Learning Multi-Academy Trust explains how his own MSc Digital & Technology Specialist Level 7 programme and his role as a Cloud Network Specialist Level 3 apprenticeship line manager have led to more collaborative and data-driven decision-making, stronger talent pipeline, improved retention, and more strategic planning across 19 schools.

Can you share a specific project where apprenticeship skills made a measurable difference?

As part of my apprenticeship professional practice, I was trained in project portfolio management. This directly led to the rollout of Microsoft Planner across our IT Service team. The implementation has enabled us to strategically align organisational goals with projects and accurately assess capacity to deliver them. This change has improved visibility, prioritisation, and resource planning across 19 schools, ensuring that IT initiatives support wider trust objectives.

What new ways of working have apprentices introduced to the team?

We’ve established an Apprentice Forum, which has embedded more collaborative ways of working. Apprentices regularly share exemplar work, provide peer-to-peer support, and exchange best practices. This culture of collaboration has set a strong example for the wider team, encouraging openness and continuous improvement beyond the apprentice group.

What has been the most valuable professional development outcome so far?

For me personally, the biggest gain has been in leadership and strategic thinking. The apprenticeship has strengthened my ability to balance operational priorities with long-term planning, which is critical in a multi-academy trust environment.

Where have apprentices applied new skills to real work across the Trust?

One apprentice led the rollout of a new device management process using Intune, applying knowledge from their learning to improve compliance and reduce manual workload. This became the basis of our new ‘standard’ rollout to all schools.

What positive changes have you seen in problem‑solving or day‑to‑day working?

We’ve seen a shift toward more collaborative and data-driven decision-making. Apprentices are bringing fresh perspectives and structured methodologies that help us tackle complex IT challenges across multiple sites.

How have apprentices contributed to the overall functioning of the IT team?

Apprenticeships have become our primary recruitment strategy. It’s far easier to bring in apprentices and progress them through the organisation than to recruit directly into senior roles. This approach has created a strong talent pipeline, improved retention, and ensured that our team culture and technical standards are embedded from the start.

Would your organisation benefit from IT upskilling? Find out more about our IT apprenticeship programmes.