Responsible for:- Operational delivery of all first and second line support and service activity for students and staff, including service desks; - Onsite academic support for teaching and learning spaces as well as IT laboratories;- Information-Technology and multimedia provision and support across all areas of operations and infrastructure, from servers and networks to smart devices and all ports in between; - Fleet and specialist services with an expanding commercial print shop available to the public as well as members of the University;- Third-party technology and services supplier management;- ITSM and service levels;- Operational change;- IT Business Continuity, including Major Incident Management;- Information Security management.The Infrastructure and Operations Group consists of approximately 80 permanent staff and operates an annual revenue budget of approximately £4,000,000 including a number of large maintenance and licensing contracts.

Responsible for the effective fulfilment of all customer service and support requests from staff and students, along with onsite technical and classroom support, IT training, IT infrastructure development and live environment operational support;Management of third-line technology and services suppliers;Strategic management and reporting of IT service levels, operational change, business continuity and information security.

Responsible for strategy and tactical delivery of front-of-house services for IT Services customers, including Service Desk, Network and Systems Infrastructure, Classroom Support for media and audio visual services, IT Training and Corporate Switchboard facilities. Member of the directorial team, Customer Service Excellence champion and Stonewall Workplace Champion

Managed a team of eight staff responsible for customer workstation support

Staff and student customer support for PCs and Macintoshes