29 August 2025 - SSG25 Matt Dennis
UCISA SSG25 Conference – Personal Reflections
As a Service Delivery Manager, attending the UCISA SSG25 Conference in Liverpool from 3-4 July 2025 was an incredibly enriching experience. The theme, 'Getting Better All the Time: Sharing Journeys to Excellence in IT Support,' resonated deeply with my professional journey and aspirations. I also found the overall experience to be very therapeutic, not just for myself but for those I was able to speak to as well. There has been great upheaval within most IT departments in the last few years and growing uncertainty. Speaking to colleagues from other institutions allowed me to vocalise some of the swirling thoughts I had in the back of my mind. It also reassured me that we’re all on the same journey, some of us ahead in certain areas, and those slightly behind in those areas are ahead in others.
The conference reinforced the idea that excellence in IT support is a continuous journey. I found the discussions around resilience, adaptation, and collaboration particularly relevant, especially in the context of how our sector has evolved post-COVID and the challenges we’ve faced more recently around funding. The emphasis on peer learning and shared experiences highlighted the strength of our community, and many of the open forum sessions allowed us to understand how some of the changes we’re considering have worked at other universities.
Several sessions stood out to me, including those on service management and staff development. I gained valuable insights into optimizing service coordination and empowering teams. The discussions on end-user computing lifecycle management and educational technology, particularly AV monitoring systems, were directly applicable to our current initiatives.
I also appreciated the focus on well-being and diversity. These topics reminded me of the importance of fostering inclusive and supportive environments within our teams. The blend of humour and relevant information helped it all to feel fresh and stick in the mind long after the train ride home.
One of the most thought-provoking sessions was the AI debate. It sparked meaningful conversations about the role of AI in higher education IT support. I left with a balanced perspective on both the opportunities and risks associated with AI integration. I was surprised to see that for the most part the audience were in favour of AI, though I think we’re all well aware of the potential challenges it will present.
I really valued the networking opportunities presented, I found it really valuable to speak to peers from a wide range of other universities and colleges across the UK. I was surprise at how familiar all their issues, challenges and successes were, and I welcomed the chance to understand how they were tackling things.
Overall, the UCISA SSG25 Conference was a valuable experience. It reaffirmed my commitment to continuous improvement and provided actionable insights to enhance our service delivery. I look forward to applying these learnings and continuing the journey toward excellence in IT support, and hope to return next year.
