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
Mental Health Community Event - call for input
UCISA-SSG are planning an event about mental health for the UCISA community. We are still going through an unprecedented time with many staff continuing to work in radically different ways to what they did before the pandemic. We are preparing the event as a morning/afternoon of exploring mental health issues and concerns relevant to the IT community in HE.
What would you like to hear about? Let us know and help shape the event! Please email events@ucisa.ac.uk with your feedback.
The resources and the recording from SSG21: Supporting the New Student Experience are available
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
- Service Desk Manager
- Durham University
- andrew.scott@durham.ac.uk
-
SSG Joint Chair
- Jo Mortimer
- IT Business Partner
- University of Reading
- j.e.mortimer@reading.ac.uk
-
- Henrik Brogger
- Head of IT Service Delivery
- Queen Mary University of London
- h.brogger@qmul.ac.uk
-
- Mike Burns
- Head of Service Delivery
- University of Warwick
- mike.burns@warwick.ac.uk
-
- Iain Cameron
- IT Services, User Services Manager
- University of Aberdeen
- i.cameron@abdn.ac.uk
-
- Rachel Fligelstone
- Head of IT Support
- Lancaster University
- r.fligelstone@lancaster.ac.uk
-
Communications Officer
- Antonia Jones
- Senior IT Support Adviser
- University of Leeds
- a,jones@leeds.ac.uk
-
SSG Vice Chair
- Iain McCracken
- Assistant Director of IT Infrastructure
- University of Sussex
- i.mccraken@sussex.ac.uk
-
- Sharon McKoy
- Second Line IT Support Manager
- University of Wolverhampton
-
- Susanne Smith
- Head of Customer Service
- University of South Wales
-
- Ed Stout
- Support Services Manager
- Leeds Beckett University
- e.stout@leedsbeckett.ac.uk
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