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EUC Support Manager

Requisition ID:  9582

Newcastle, GB

Contract Type:  Open Ended
Working Pattern:  Full Time
Posted Date:  10-Sep-2021


We are a world class research-intensive university. We deliver teaching and learning of the highest quality. We play a leading role in economic, social and cultural development of the North East of England. Attracting and retaining high-calibre people is fundamental to our continued success.


Salary: £31,406.00 - £32,817.00  per annum

Closing Date: 03 October 2021



The Role


You will be responsible for leading and motivating a team of EUC Support Analysts that support a large customer base of Professional Staff and Academics. As well as our large Student Population.  The EUC Support Manager will be responsible for maintaining skills and ensuring a high level of support for all customers. As well as ensuring SLAs and KPIs are met.  You will be expected to have experience of managing IT Equipment throughout its lifecycle from purchase to WEEE. Experience in coordinating project work and ability to take responsibility are essential. You will be required to plan your own workload but also the workload of the technicians and Team Leads that would report into you. Experience in Lead/ Six Sigma Methodology is desirable but not essential.


Informal enquiries may be made to Ken McGuinness, End User Computing & AV Manager at Ken.McGuinness@newcastle.ac.uk



Over the last 18 months, we have reimagined the way we deliver our University IT Services, forming a world-class IT department responsive to the needs of our global community. We’re growing significantly and we’ve created new opportunities and made changes to how we work. Our people have been at the centre of this change, with a particular focus on development and opportunities to learn new skills. Our people have been at the centre of this change, and we are now investing in further knowledge and experience to ensure we have the skills required to serve the complex demands of our world-leading University.


The University is an exciting and dynamic place to work, dedicated to learning and research. You will be based on campus in the centre of Newcastle and have access to fantastic resources on-site and the opportunity to attend relevant conferences and training courses. Benefits include excellent pension; 30 days holiday, 8 bank holidays plus an additional 4 discretionary closure days over the Christmas and New Year; discounted travel for the Metro and local bus services; and discounts for national retailers.


Key Accountabilities


  • Develops a vision for NUIT EUC to take account of University needs, developments in the wider HE sector and technology generally
  • Creates and maintains a Technology Roadmap for the EUC area to clearly indicate areas of risk, show upgrade paths and timelines and feed into overall NUIT planning processes.  Delivers the Roadmap through strength of leadership and technical excellence
  • Takes responsibility for all service provision within this team, ensure there are systems and processes to deliver the required level of support and to recover from support issues as quickly as possible
  • Acts as a trusted advisor, building robust and collaborative relationships with other IT and University leaders to develop a clear understanding of business needs
  • Ensures cost-effective delivery of IT services to meet University needs and can respond with the agility required to address changing business priorities
  • Owns the technology landscape within the scope of this area, be an EUC subject matter expert (SME), and have a deep understanding of current and future technologies
  • Develops and leads the EUC team to ensure they are motivated, engaged and have personal development plans, carries out annual appraisals and ensures there is a people plan for the whole team
  • Ensure that the work of the team is properly prioritised, resourced, managed and executed efficiently and effectively
  • Engages with senior stakeholders across NUIT and the University to build and maintain good working relationships and ensure there is a clear understanding of University requirements within the team
  • Ensures that all necessary proactive and reactive processes and procedures are in place – including for example, performance monitoring and tuning; load balancing; major software or hardware upgrade; installation and configuration; disaster recovery planning and management; contingency planning and any other activities required to ensure service continuity and effectiveness
  • Manages and leads on any project or change related activity as part of wider NUIT or NU project teams
  • Manages the budget (people and third party spend) assigned to this area
  • Champions the EUC team’s involvement in the IT organisation's innovation efforts and its role in experimenting with new solutions to take advantage of business opportunities
  • Is responsible for developing best-practise policies, standards, procedures and guidelines for management of NUIT EUC services, guided by NUIT standards and other stakeholders
  • Any other reasonable duties that fall within the scope of the post, as allocated by the line manager


The Person (Essential)

Knowledge, Skills and Experience


  • Has experience of running an EUC support team in a similar size and complexity organisation
  • Has an extensive technical background in our EUC technologies
  • Has experience of supporting and delivering EUC services in a complex and geographically diverse organisation
  • Has experience of running local and remote support teams to provide support services to customers, often at short notice
  • Has experience of working with third party vendors and managing them to deliver high quality, effective and value for money services
  • A working knowledge of Cybersecurity processes and practices is essential
  • Must be willing and able to obtain any certifications required for this role including security clearances, health and safety regulations, working in hazardous environments etc.  Must be willing and able to work in all University settings including medical laboratories, human tissue laboratories, hazardous areas etc.


Attributes and Behaviour


  • Develops plans that meet the architecture/technology needs of the organisation
  • Incorporates business priorities, strategies, goals, emerging technologies, industry trends and economic viability
  • Solicits advice, support, championship, sponsorship and commitment from key stakeholders for the success of their team and work
  • Communicates ideas or positions in a persuasive manner that builds support, agreement or commitment
  • Builds both formal and informal professional networks, and extends these networks within, across and external to organizational boundaries
  • Encourages and facilitates collaboration, cooperation and results
  • Inspires, motivates and guides team members
  • Acts as the organizational change agent for improving maturity and practices, in support of University goals and strategy
  • Mobilizes others within and outside of their team to support and enable change efforts
  • Sets and accomplishes challenging goals
  • Defines standards in terms of doing what is appropriate and doing it well
  • Leads by example in delivering high quality outcomes that they take responsibility for




  • A bachelor’s degree or equivalent experience
  • A relevant technical qualification or equivalent technical experience





Newcastle University is committed to being a fully inclusive Global University which actively recruits, supports and retains staff from all sectors of society.  We value diversity as well as celebrate, support and thrive on the contributions of all our employees and the communities they represent.  We are proud to be an equal opportunities employer and encourage applications from everybody, regardless of race, sex, ethnicity, religion, nationality, sexual orientation, age, disability, gender identity, marital status/civil partnership, pregnancy and maternity, as well as being open to flexible working practices.


The University holds a silver Athena SWAN award in recognition of our good employment practices for the advancement of gender equality. The University also holds the HR Excellence in Research award for our work to support the career development of our researchers, and is a member of the Euraxess initiative supporting researchers in Europe.


Requisition ID: 9582