What we do
The Support Services Group helps connect the community behind IT Support Services in HE and FE. Through conferences, workshops, webinars, case studies, toolkits, trend monitoring and good practice guides, the Group aims to empower members working in this area and encourage peer support between people working in similar roles or facing similar challenges.
The kind of issues we collaborate on and discuss include:
- Seeking out innovation – including horizon scanning and identifying hot topics
- Running events – through an annual conference, workshops and webinars
- Developing resources – such as case studies, good practice guides and toolkits
- Monitoring practice and trends – through surveys and benchmarking
- Enabling the interface between central and distributed IT staff by empowering consultation and engagement with distributed IT staff
- Contributing to UCISA policy development around Support Services issues
Member Email lists
Group discussion lists are to be used by members to discuss subjects of common interest. People entitled to join the list are members of Full and Affiliate member institutions (ie not Corporate members). The lists should not be used to advertise or promote Corporate member or non-members events/services/products. These should be posted via the UCISA-announce list.
For discussions, questions and answers you can
Useful Information
The resources and the recording from SSG23: Reboot, Refocus, Recharge: Redefining the world of Support Services are available via login
Do you have an idea for an event? Would you like to present?
Let us know by emailing events@ucisa.ac.uk and help shape our events programme for 2023.
Along with our mail list we have created Teams site to improve collaboration and to help people to connect with each other across the sector. Please email admin@ucisa.ac.uk to be added
Higher Education Servicedesk Toolkit
The Higher Education Service Desk Toolkit was first launched in 2016, providing a valuable resource to our community across the country. SSG are now working on version 2.0 and we would really like your input and help. Keep an eye out on Twitter and email for details soon but if you would like to get involved, please contact Mike Burns to register your interest
UCISA IT Comms Toolkit
The aim of UCISA IT Comms Toolkit is to provide the UCISA community with a resource that anyone involved in IT communications can use. Whether you have an embedded communications team, a central university team or it’s everyone’s responsibility, there’s always room for improvement, and we hope that even someone who has worked in comms for several years can learn from this resource.
Committee Members
-
SSG Joint Chair
- Andy Scott
- Senior Manager (Service Desk and 2nd Line Support)
- Durham University
- andrew.scott@durham.ac.uk
-
SSG Joint Chair
- Jo Mortimer
- Head of Business Relationship Management
- University of Reading
- j.e.mortimer@reading.ac.uk
-
- Iain Cameron
- IT Services, User Services Manager
- University of Aberdeen
- i.cameron@abdn.ac.uk
-
- Jake Dovey
- Incident Response Team Manager
- Universitgy of Southampton
- jake.dovey@southampton.ac.uk
-
- Rachel Fligelstone
- Head of IT Support
- Lancaster University
- r.fligelstone@lancaster.ac.uk
-
Communications Officer
- Antonia Jones
- Customer Success Manager
- University of Leeds
- a,jones@leeds.ac.uk
-
- Sharon McKoy
- Assistant Director & Head of Digital Operations
- University of Wolverhampton
-
- Adrian Moore
- Service Desk Manager
- University the West of England
- adrian.moore@uwe.ac.uk
-
- Ed Stout
- Support Services Manager
- Leeds Beckett University
- e.stout@leedsbeckett.ac.uk
-
- Wayne Winterbottom
- IT/AV Support Manager
- University of Huddersfield
-
- Matthew Pengelly
- Service Delivery Manager
- University of South Wales
3 July 2025
SSG25: Getting Better All the Time: Sharing Journeys to Excellence in IT Support
Venue:
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