Information Technology is one of the fastest–growing sectors in any business or organisation and higher education is no exception. From basic services, such as providing student email addresses to introducing cutting edge technologies, the IT Services (ITS) department of a university plays an essential role in supporting teaching, learning and research. Without ITS, universities simply would not function.
Technology moves quickly and universities have adapted to move with it, with ITS being one of the largest and most well-funded professional service departments in higher education. To meet the increasingly complex demands of this area, universities are always keen to recruit skilled IT professionals.
Here we look at the role of ITS within higher education, how ITS departments are structured and what type of jobs and careers are on offer.
What does IT Services do?
ITS is responsible for the provision of core IT infrastructure and services across a university to support teaching, learning and research, as well as helping to further the business interests of the institution.
The work of the ITS team underpins all aspects of the management of a university, providing IT support and expertise to thousands of students, staff, researchers and partners. The ITS department is also tasked with developing new and innovative IT systems and technology which support learning and research in an ever-changing higher education environment.
ITS provides, manages and maintains comprehensive end-user services such as:
- Email, Internet, intranet and Wi-Fi
- Hardware supply and maintenance
- Storage and files
- Printing
- IT helpdesk and customer service
- Student and staff data collation and management, privacy and GDPR
- Web content and publishing
- Multimedia design
- IT security management
- Network and telecoms
- Library services, catalogues and directories
- Virtual e-learning facilities and services
- HR, finance and payroll systems
Alongside end-user services, ITS is also responsible for developing strategies and projects which enhance HE research and development capacities. This may include collaborating on data and information mining software and tailor-made systems which support individual research projects and partnerships.
Structure of Higher Education IT Services
The structure of higher education professional and support services varies, however, most universities have a central ITS team and smaller, local teams based within academic and non-academic departments across the institution.
ITS is typically a large department with up to 200 members of staff and an annual revenue budget of between £10-15million, depending on the size of the institution.
It is usually headed up by a senior leadership team consisting of the ITS Director/Chief IT Officer and a number of deputy directors. The ITS teams are then divided into sub-departments, such as Service Delivery, Core Infrastructure, IT Solutions, Business Development and Project Management. Each academic and non-academic department will probably have a local team responsible for IT services, delivery and maintenance relevant to the work of their subject area.
What’s it like to work in Higher Education IT Services?
Working in ITS makes you an essential part of the day-to-day management of a university. The work is varied, you could be providing IT support to students, collaborating on exciting research projects, dealing with technical issues in a customer-facing role or helping to develop new software and platforms as part of the central ITS team.
Higher education ITS roles offer attractive salaries, benefits and working conditions. Whether you are an IT or computer studies graduate, have expertise in a specific area or wish to join a university in a more administrative capacity, you will find excellent training packages and expertise to enable you to pursue a rewarding career in IT.
[Below] we take a closer look at some higher education ITS jobs and the qualifications and experience required, from entry to senior level roles.
Higher Education IT Services (ITS)
Job Profiles
There is a wide range of jobs available within higher education IT services. From entry-level roles, such as working on the IT help desk to senior IT project manager positions, IT trainees, graduates and managers can expect excellent career opportunities, competitive salaries and generous benefits within this large and varied department.
Below are some of the ITS roles you might come across during your job search:
- Head/Director of IT Services
- Chief Infrastructure and IT Systems Officer
- Chief Information Security Officer
- Senior Software Developer
- Alumni Database Officer
- IT Systems Engineer
- Student Systems Officer
- Service/Help Desk Manager
- IT Project Manager
- IT Services Officer
- Web Support Assistant
- Linux Systems Administrator
- IT Support/Help Desk Officer or Assistant
- Data Protection Officer
- Graphic Designer
The qualifications, experience and skills you will need for the above roles depend on what level of ITS position you are applying for.
Here we profile three entry, mid and senior-level jobs which you would typically find in a university ITS department.
Higher Education IT Services: Entry-level jobs
Job title: IT Support or Help Desk Officer
What does an IT Support/Help Desk Officer do?
- Provides the first point of contact to students and staff seeking assistance with IT issues and equipment in a customer services role.
- Advises students and staff on basic technical issues and escalates more complex problems to other ITS team members.
- Manages a booking systems database to ensure all calls are logged and appointments booked for engineers to follow up.
- Troubleshoots service delivery issues and works with departments to ensure equipment in offices, teaching rooms and student services areas are working to standard.
- Works with other team members in a pressurised customer-facing role.
What qualifications and experience do you need?
A degree is not essential for entry-level IT help desk roles in higher education. Most positions at this level require candidates to have a minimum of 5 GCSEs at Grade C/4 or above, including English and maths (or equivalent qualifications).
As the role involves advising customers, experience and knowledge of basic IT hardware (laptops and workstations) and software such as Microsoft Windows and Office is essential. Experience of working in a similar IT customer service role is desirable.
What’s the pay?
Entry-level higher education IT help desk officers earn between £16,500 and £26,000 p.a., depending on qualifications and experience.
What skills and knowledge do you need?
- Knowledge of Microsoft Operating Systems, Office applications, Internet and social media and basic technical awareness of IT hardware.
- A high level of accuracy and the ability to update databases and maintain work logs.
- Ability to make quick decisions in line with standard procedures and identify and escalate more complex issues to senior team members.
- Excellent customer service and communication skills, assisting students and colleagues across the university in a friendly and professional manner.
- Ability to work well as part of a team in a fast-paced customer service environment.
- Awareness of the IT requirements of the higher education sector.
What can it lead to?
As a help desk support officer, you would be on the front line of the university’s entire IT service. This ground-level experience will enhance your knowledge of the core infrastructure and network, opening doors to more senior IT roles within the institution.
Universities offer excellent training packages and the opportunity to gain further qualifications in IT on the job. On gaining experience, most IT help desk officers progress to more senior roles, such as Service Desk Manager or IT Services Officer. Alternatively, you could join one of the focused departmental ITS teams across the university.
Search for ITS help desk support jobs
Higher Education IT Services: Mid-level jobs
Job title: ITS Systems Engineer
What does an ITS Systems Engineer do?
- Manages and supports the university’s installed systems, servers and infrastructure.
- Installs, configures and maintains university-wide operating systems, system management tools and application software.
- Administers a range of IT services, including Windows servers, Linux Administration, mail and web services, server hardware, virtual infrastructure, VLE, HR Systems and software development.
- Provides rapid response to major IT incidents to ensure a quick and efficient recovery of services across the university.
- Works closely with the ITS Director to develop and implement new systems software and IT infrastructure projects.
- Manages data analysis reporting, ensuring consistency of student and staff data within the computer account, help desk, student registry and teaching and learning databases.
- Collaborates with university faculties and schools on the planning, development and implementation of network, applications, servers and systems.
What qualifications and experience do you need?
A degree (or advanced equivalent qualification) in a relevant area such as computer studies, IT or electronics or related subject at ELQ Level 7 or above is essential for this role.
Candidates will need experience in implementing and managing IT Services projects (both hardware and software), preferably in a higher education environment. You would also need extensive experience of applications, servers and systems management as well as knowledge of a high-level programming language.
What’s the pay?
A mid-level HE IT Systems Engineer would generally earn between £34,400 to £46,000 p.a., depending on skills, qualifications and experience.
What skills and knowledge do you need?
- Experience of implementing major ITS projects, preferably within a higher education environment.
- Thorough knowledge of configuration management and testing procedures across a large organisation.
- Evidence of good practice in managing contractors, suppliers and IT partners.
- Ability to work on own initiative on specialised applications such as Windows Servers, Active Directory and Office 365.
- Effective communication and customer services skills and an understanding of the role of ITS within higher education.
- Ability to deliver a highly efficient service to support learning, teaching and research and to work closely with academic staff and students to meet their IT requirements.
What can it lead to?
On gaining experience within a mid-level IT systems, service and development role there are plenty of opportunities to progress to senior IT roles within HE, such as Director of IT Service Delivery or Information Security Analyst positions.
As well as competitive salaries, benefits and working conditions, universities offer experienced IT professionals on the job training and the opportunity to gain specialist IT qualifications in house.
Search for ITS Systems Engineer jobs
Higher Education IT Services: Senior-level jobs
Job title: ITS Project Manager
What does an ITS Project Manager do?
- Manages a wide range of infrastructure, technology and service projects across the university.
- Transforms and innovates IT service delivery to students, staff and stakeholders.
- Designs, develops and implements IT projects which support and enhance the teaching, learning and research activities of the university.
- Provides strong and effective leadership to the ITS Project Management team to deliver IT projects on time and within budget.
- Guides and supports IT project delivery to agreed quality standards within the sector.
- Coordinates departmental project managers in the successful implementation of new technologies and software.
- Manages a range of budgets allocated to numerous IT projects and ensures effective risk management for all projects.
What qualifications and experience do you need?
A degree in a relevant area is essential for senior-level IT roles in higher education. For ITS project management roles, a Prince2 qualification is also required.
You would need significant leadership and project management experience in a similar IT services role, preferably within higher education. A proven track record of delivering transformational IT projects across a large organisation and experience of financial management of large scale ITS projects is also a must.
What’s the pay?
A higher education ITS Project Manager could expect to earn between £49,000 and £65,000 p.a., depending on qualifications and experience.
What skills and knowledge do you need?
- Extensive knowledge of IT project or programme management within a large organisation.
- Expert knowledge of process improvement methodologies such as Lean or Six Sigma.
- Finance management skills, including budget management and financial reporting.
- Strong leadership and management skills with a proven track record in team motivation and support.
- Ability to work under pressure on large scale IT projects and demonstrable experience of efficient planning and prioritising workloads.
- Excellent communication skills and in–depth knowledge of the IT service requirements of the higher education sector.
What can it lead to?
An ITS project or programme manager would work closely with the ITS Director and the heads of the other IT sub-departments, such as Core Infrastructure or Service Delivery – senior leadership positions which influence the overall policy of the university.
ITS is one of the largest professional services departments in higher education and there are plenty of opportunities to progress to senior management positions across the sector.
Search for ITS Project Manager jobs
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