Head of End User Support

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.

Join Newcastle University IT Service (NUIT) as Head of End User Support

Are you an inspiring leader with a passion for delivering outstanding IT support? Do you thrive in a collaborative, people-focused environment and want to make a real difference to the staff and students of Newcastle University? If so, we'd love to hear from you.

About the Role
As our Head of End User Support, you'll lead a dedicated team responsible for providing excellent IT support across our vibrant university community. You'll oversee the delivery of service desk operations, device support, student-facing services, and audio-visual support, ensuring our users have the tools and help they need, whenever they need it.

You'll be a key member of the Technology Operations leadership team, working closely with colleagues to shape the future of IT services at Newcastle. Your focus will be on continuous improvement, data-driven decision-making, and fostering a culture of customer service excellence. You'll play a pivotal role in evolving our support services towards 24x7 availability, supporting our community across Newcastle, Malaysia, and Singapore campuses.

What We're Looking For

• Proven experience in setting, implementing, and managing Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and resource management is essential for this role.
• Demonstrated leadership experience in complex organisations, ideally within higher education or the public sector.
• Strong skills in strategic planning, service development, and operational improvement.
• A track record of delivering multi-year service improvement roadmaps and managing performance.
• Experience working with partners and vendors, and a good understanding of information and cyber security best practice.
• An open, collaborative approach with the ability to motivate and develop a diverse team of around 50 staff.

Why Newcastle?

• A welcoming, supportive culture: We're proud of our North East roots and value the warmth, friendliness, and teamwork that define our community.
• A chance to make a difference: Your work will directly impact the experience of over 29,000 students and 6,000 staff, supporting world-class teaching and research.
• Opportunities for growth: We invest in our people, offering ongoing professional development and the chance to shape the future of IT at a leading university.
• Great benefits: Competitive salary, generous pension, flexible working, and annual leave entitlements, plus the satisfaction of working in a role that matters.

How to Apply
If you're ready to take on this exciting challenge and help us deliver the best possible IT experience for our university community, we'd love to hear from you.

Please apply online with your CV and a covering letter evidencing how your experience matches the persona specification as outlined in job specification which can be found here.

If you have any questions or would like an informal chat about the role, please contact Jonathan Taylor, interim Director of Technology Operations Jonathan.taylor@newcastle.ac.uk.

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