A sneak peek into SSG23, what why and how

Antonia embarked on her IT career in 2012, transitioning from customer service to the tech world at the University of Leeds. Over the past 12 years, she’s moved from the IT Service Desk to Application Support as IT Operational Lead and Application Support Manager then back into Front Line Services as Customer Success Manager. Beyond this, Antonia is also a member of the UCISA Support Services Group and a CMDA student. Her passions lie in enhancing people’s experiences, advocating for mental health, and championing equity and diversity.

I am the Service Desk Manager at the University of Wolverhampton and have been in post since Nov 22 so am relatively new to the Education sector. I have a passion for Service Improvements and making the Digital Services Service Desk and Operations Services the best that they can be. Since working at the University I’m proud of the achievements I have made so far including recruiting and establishing a high performing Service Desk Team, being part of the set up and support of multiple Student Enrolment Hubs and Making many core service improvements including maximising the collaboration and relationship with our Out of Hours supplier Norman Managed Services. In my spare time I love to watch films, especially scary ones and have a large collection of movies and film memorabilia.

Having worked in most teams across IT since 2016 Bex made the move into leadership in 2022 and has built a number of development programs for IT staff focusing on their empowerment and mindset (IT Busters and Level Up). Completing CMI level 5 coaching & mentoring qualification in 2022 pushed Bex to pursue People focused role and was appointed Associate Operations Manager 2024. Throughout their career Bex has been using coaching to help IT staff encourage confidence, bringing creative enthusiasm to any project and now wants to share their techniques with you.