Application Support Lead

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**: In the region of £48,000

The Role

Over the last two years, 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.

You will have extensive technical support experience, primarily within a second or third line capacity. You will have an extensive knowledge of server administration (Windows/Linux), database design, deployment and maintenance, and extensive experience installing and configuring software developed in-house or purchased, on servers, not end user devices. You should also possess knowledge of infrastructure, networking, desktops, and printers. Scripting experience is vital to enable the delivery of task automation and continual service improvement.

The University is an exciting and dynamic place to work, dedicated to world-leading education and research. Benefits include excellent pension; flexible working options; a minimum of 37 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.

Key Accountabilities
Lead business analysis and consultation phase prior to any tendering process or product purchase
Gather requirements from stakeholders, and design, implement and maintain IT solutions to meet those requirements. Ensure all systems are resilient and highly available. Perform regular disaster recovery testing of critical systems and report to University audit committee
Maintain awareness of current cyber security threats and implement technologies to strengthen the University’s cyber security posture
Act as a deputy to the team manager if required and take responsibility for management of tasks and activities allocated to them by their manager
Act as a coach and mentor to other members of the team, share their knowledge and help to build up the capability of the team overall
Engage with 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
Act as a trusted advisor, building robust and collaborative relationships with other IT and University leaders to develop a clear understanding of business needs
Lead on any project or change related activity as part of wider IT or University project teams
Be responsible for developing best-practise policies, standards, procedures and guidelines, guided by Newcastle University IT standards and other stakeholders
Any other reasonable duties that fall within the scope of the post, as allocated by the line manager

The Person
Experience of working with third party vendors and delivering effective platforms and services using their services
Interest in identifying and implementing new and innovative technologies to support customer needs, drive up quality and improve value
Experience of working with multiple support and resolver groups across a wide variety of technologies
Able to demonstrate focus on customer needs
Experience of working with information security teams and other governance groups to ensure that University assets are protected from internal and external attacks. A working knowledge of cyber security processes and practices is essential

The University holds a silver Athena SWAN award in recognition of our good employment practices for the advancement of gender equality. The University also holds the HR Excellence in Research award for our work to support the career development of our researchers, and is a member of the Euraxess initiative supporting researchers in Europe.