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Please note, this vacancy is open to current University of Glasgow employees only

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Job Purpose

As the CSCE Service lead this post ensures the delivery of the Common Student Computing Service across the Universities many teaching and open access facilities.  The Common Student Computing Environment is a desktop build standard including applications that allows students secure access to their data and the specialist applications they need for teaching and open access learning.  It is installed on all GU lab machines, on all our UK campuses.  Maintaining the service comprises running the build, managing the machines and the processes to ensure they remain functional, relevant and reliable for users.  It entails :-

1.     Working with Academic groups to determine the needs for open access and computer based learning on campus.  This encompasses both open access, teaching and examinations within the Universities computer labs and clusters.

2.     Leading the design, specification and implementation of hardware computer based provision in student facilities. Ensuring security requirements from the CISO and their team are implemented across the CSCE environment in a timely fashion.

3.     Leading the specification and delivery of the software build/builds required to deliver the suite of services using the EUC’s infrastructure and software packaging resources to maintain gold standard provision across the many deployment scenarios.

4.     Work with local IT, Academic L&T, Estates and other stakeholders to ensure the delivery of consistent, high quality experiences for all of users of open access and teaching based computer based learning at GU.

5.     Working closely with the Infrastructure and other EUC teams (Technicians, Packaging and Asset Management) to deliver the service and ensure Software Assets are appropriately managed and recorded.

Main Duties and Responsibilities

1. Day to day operational management of the CSCE service.

As service lead for CSCE the post holder is responsible for:

*          Delivery of operational CSCE Service, collating Domain resources, software builds and processes required to ensure student access to resources from labs and clusters.

*          Management of helpdesk on maintenance of CSCE fleet, and user experience issues.

*          Reactive work where operational needs demand ( 0 days, late submissions etc )

*          Accurate reporting on software licensing, utilisation, app usage, trends etc.

*          Plan maintenance processes, working with IT EUC technician teams to ensure monitoring/remediation remains within agreed baselines.

*          Management of the annual hardware refresh exercise for an agreed proportion of the estate, including device specification, device procurement, delivery and installation planning.

*          Represent IT Services EUC at Learning &Teaching governance committees

*          Represent IT Services during student facing service space design.

2. The post holder will maintain the central hardware manifest of lab and open access machines and prepare funding requests as and when required to replace/augment services to suit local requirements.

3. Management of the annual hardware refresh exercise for an agreed proportion of the estate, including device specification, device procurement, delivery and installation planning and sign off.

4. In conjunction with the Comper Manager and local L&T leads agree the roles and responsibilities in the support of CSCE labs.

5. Represent IT Services at the Computer Based Learning and Open Access Computing Group.

6. Work with infrastructure colleagues to define the requirements for student storage, laboratory imaging support and other services required to support lab access.

7. Work closely with other EUC Service Leads to ensure that, where appropriate, a consistent approach to service delivery, both technically and operationally, is in place. Where required, work with other service leads to agree and document this approach.

Knowledge, Qualifications, Skills and Experience

Knowledge/Qualifications  

Essential:

A1 Scottish Credit and Qualification Framework level 9, 10 or 11 (Ordinary/Honours Degree, Post Graduate Qualification), or equivalent including being professionally qualified in relevant discipline, with a broad range of professional experience in management role(s), with specialist knowledge in Asset Management OR Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary professional knowledge and management skills in a similar or number of different specialist roles.

A2 Up to date broad-based IT knowledge, including specialist authoritative knowledge of the support of enterprise class IT installations.

A3 Comprehensive specialised technical knowledge of IT principles, methodologies and technologies.

A4 Knowledge of IT Information Security for confidential data, both research/commercial and personal (e.g. Data Protection Act 2018), and the implications of security-by design in the IT service lifecycle and third part app integration.

A5 Knowledge and understanding of disciplined change management processes

A6 The post holder will require:-

1.    Expert knowledge of current technologies and partners used to deliver the full suite of IT services.

2.    Expert knowledge of the Universities timetabling and CTT support processes.

A7 Knowledge and understanding of major vendors licencing approaches for IT and supported technologies.

Skills

Essential:

C1 Ability to apply analytical insight to complex problems using specialist knowledge and experience to make logical qualitative decisions and formulate and project manage solutions

C2 Ability to analyse the risk and impact of change and advise the management team

C3 Excellent verbal and written communication skills, with an ability to present to all levels of management

C4 Ability to prioritise workload to deliver to tight deadlines and manage competing demands from various stakeholders often at short notice, in recognition of the mission critical nature of these services the Universities core business. An understanding of the delicate balance between service evolution and unwelcome change in the most challenging of delivery environments for staff (delivering lectures)

C5 The ability to understand IT designs, plans and proposed delivery schedules and amend to suit local requirements.

C6 Good to expert level Microsoft Excel skills.

C7 Understanding of disciplined change management processes.

Desirable:

D1 Sound industry Knowledge and proactive approach to keeping aligned to Industry Best Practice, Industry Trends, and Industry Knowledge with regards to the use of IT in teaching.

Experience 

** Essential:**

E1 Significant experience of IT infrastructure deployment, management and support.

E2 Demonstrable experience of working with and influencing at various levels across the organisation including senior management.

E3 Proven track record of supporting enterprise class IT installations at scale on multi-site installations.

E4 Demonstrable experience of managing 3rd party supplier relationships.

E5 People management experience of a team or project group, including performance management.

Desirable:

F1 Experience of leading a team of IT technicians in delivery.

F2 Experience of working in a Higher Education environment.

F3 Experience of virtualisation technologies.

Terms and Conditions

Salary will be Grade 8, £49,559 - £57,422 per annum.

This post is full time and open ended.

Closing Date: 23:45 15th May 2025

As a valued member of our team, you can expect:

1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.

2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension - pensions handbook https://www.gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages.

3 A flexible approach to working.

4 A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University  https://www.gla.ac.uk/myglasgow/staff/healthwellbeing/.

We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/.

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We endorse the principles of Athena Swan https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.

We are investing in our organisation, and we will invest in you too. Please visit our website https://www.gla.ac.uk/explore/jobs/ for more information.