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EUC Support Manager

Requisition ID:  9582

Newcastle, GB

Contract Type:  Open Ended
Working Pattern:  Full Time
Posted Date:  15-Jan-2022

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

Salary: Salary in the region of £47,000 per annum.

Closing Date: This opportunity will close when we identify a suitable candidate. We will contact you within 5 working days of your application to advise you of the shortlisting outcome.

The Role

Over the last 18 months, we have reimagined the way we deliver our University IT Services, building 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.

This role is responsible for the support of all university End User Computing (EUC). It includes ensuring that excellent operational service is delivered, incidents and problems are dealt with effectively, service KPIs are set and measured, and the EUC team are managed effectively in terms of delivering support.


The successful candidate will also manage the end-to-end life cycle of a large end user device estate and manage the University’s equipment budget. As well as assist with large scale projects from the Estates and Facilities Service and NUIT, providing critical thinking and leadership. 


The University is an exciting and dynamic place to work, dedicated to world-leading education and research. Benefits include excellent pension; flexible working options; 42 days holiday (including public holidays); discounted travel for the Metro and local bus services; and discounts for national retailers. You can find out more on our benefits web page.

We are committed to building and maintaining a fair and inclusive working environment and we would be happy to discuss arrangements for flexible and/or blended working.

Informal enquiries may be made to Ken McGuinness, EUC & AV Manager, at ken.mcguinness@ncl.ac.uk 

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
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
Thinking strategically

•    Develops plans that meet the architecture/technology needs of the organization
•    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
Team Working
•    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
Embracing Change
•    Acts as the organisational 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


Newcastle University is committed to being a fully inclusive Global University that 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.