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Applications Support Manager

Corporate Services and Infrastructure (CSI)

Newcastle University, Newcastle upon Tyne, UK


  • Posted on: 16th Jan 2022
  • Salary: Salary in the region of £47,000 per annum.
  • REF: 15723
  • Closes: 16th February 2022
  • Contract Type: Permanent
  • Hours: Full Time

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.

Salary: Salary in the region of £47,000 per annum.

Closing Date: This opportunity will close when we identify a suitable candidate. We will contact you within 5 working days of your application to advise you of the shortlisting outcome.

The Role

Over the last 18 months, we have reimagined the way we deliver our University IT Services, building a world-class IT department responsive to the needs of our global community. We’re growing significantly and we’ve created new opportunities and made changes to how we work. Our people have been at the centre of this change, with a particular focus on development and opportunities to learn new skills.

The application Support team within the IT Service at Newcastle University is responsible for running many of the applications which support the University’s core functions. These include Teaching and Learning applications, Line of Business applications and Research applications.

The team runs a wide variety of applications on both Linux and Windows. You will be responsible for line managing all colleagues in the team, as well as providing technical leadership, ensuring all applications are well supported, resilient and fulfil the needs of the University.

The University is an exciting and dynamic place to work, dedicated to world-leading education and research. Benefits include excellent pension; flexible working options; 42 days holiday (including public holidays); discounted travel for the Metro and local bus services; and discounts for national retailers. You can find out more on our benefits web page.

We are committed to building and maintaining a fair and inclusive working environment and we would be happy to discuss arrangements for flexible and/or blended working.

Informal enquiries may be made to Dave Sharples, Head of Software Engineering and Enterprise Solutions (dave.sharples@ncl.ac.uk)

Key Accountabilities

  • Develops a vision for NUIT Application Support to take account of University needs, developments in the wider HE sector and technology generally
  • Creates and maintains a Technology Roadmap for the Application Support area to clearly indicate areas of risk, show upgrade paths and timelines and feed into overall NUIT planning processes.
  • Delivers the Roadmap through strength of leadership and technical excellence
  • Takes responsibility for all service provision within this team, ensure there are systems and processes to deliver the required level of support and to recover from support issues as quickly as possible
  • Acts as a trusted advisor, building robust and collaborative relationships with other IT and University leaders to develop a clear understanding of business needs.
  • Ensures cost-effective delivery of IT services to meet University needs and can respond with the agility required to address changing business priorities.
  • Develops and leads the Application Support team to ensure they are motivated, engaged and have personal development plans, carries out annual appraisals and ensures there is a people plan for the whole team
  • Ensure that the work of the team is properly prioritised, resourced, managed and executed efficiently and effectively
  • Engages with senior stakeholders across NUIT and the University to build and maintain good working relationships and ensure there is a clear understanding of University requirements within the team
  • Ensures that all necessary proactive and reactive processes and procedures are in place – including for example, performance monitoring and tuning; load balancing; major software or hardware upgrade; installation and configuration; disaster recovery planning and management; contingency planning and any other activities required to ensure service continuity and effectiveness
  • Manages and leads on any project or change related activity as part of wider NUIT or NU project teams
  • Manages the budget (people and third party spend) assigned to this area
  • Champions the team’s involvement in the IT organisation’s innovation efforts and its role in experimenting with new solutions to take advantage of business opportunities.
  • Is responsible for developing best-practise policies, standards, procedures and guidelines for management of NUIT applications and services, guided by NUIT standards and other stakeholders
  • Any other reasonable duties that fall within the scope of the post, as allocated by the line manager

The Person

  • Has experience of running an application service and support team in a similar size and complexity organisation
  • Has an technical background in our core technologies
  • Has experience of supporting and delivering application support services in a complex and geographically diverse organisation.
  • Has experience of working with third party vendors and managing them to deliver high quality, effective and value for money services
  • A working knowledge of Cybersecurity processes and practices is essential

Newcastle University is committed to being a fully inclusive Global University which actively recruits, supports and retains staff from all sectors of society. We value diversity as well as celebrate, support and thrive on the contributions of all our employees and the communities they represent.We are proud to be an equal opportunities employer and encourage applications from everybody, regardless of race, sex, ethnicity, religion, nationality, sexual orientation, age, disability, gender identity, marital status/civil partnership, pregnancy and maternity, as well as being open to flexible working practices.

The University holds a silverAthena SWANaward in recognition of our good employment practices for the advancement of gender equality. The University also holds theHR Excellence in Researchaward for our work to support the career development of our researchers, and is a member of theEuraxessinitiative supporting researchers in Europe.

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