Support Services Group


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 Higher Education Service Desk Toolkit, produced by the Group, provides an overview of service desk good practice in a higher education context, and is supported by practical guidance that has been collated from across the support services community.

Playlist from SSG19

Committee Members

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    Mike Burns

    LIS Customer Service Manager

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    Timothy Ingham

    Security, Compliance and Administration Manager

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    Antonia Jones

    Senior IT Support Adviser

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    Iain McCracken

    Head of Service Delivery

    • Canterbury Christ Church University
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    Sharon McKoy

    Second Line IT Support Manager

    • University of Wolverhampton
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    Susanne Smith

    Head of Customer Service

    • University of South Wales

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