We are looking for the best talent to join us in our mission, enabling Imperial to achieve enduring excellence in research and education for the benefit of society, by providing world-class information technology services.
Imperial College London is a world top ten university with an international reputation for excellence in teaching and research. Consistently rated amongst the world's best universities, Imperial is committed to developing the next generation of researchers, scientists and academics through collaboration across disciplines.
Watch this video to find out what it’s like working here. You’ll hear from our staff on how we come together as a community to support Imperial's mission.
Okan Kibaroglu
Director of Customer SuccessOkan is responsible for the strategic development of customer experience, driving development and continuous improvement of customer service delivery and the customer journey. His role will lead on providing world class customer service, proactively improving service performance, driving down incident volumes, and increasing the productivity of our staff and students.
Mylene Cannon
1st Line Support ManagerLeads the delivery of frontline IT support services, ensuring the timely resolution of technical issues and fulfilment of requests while maintaining an exceptional user experience. She oversees team performance, guides incident and request management processes, and drives continuous service improvements to support the needs of our University users in a fast-paced academic environment.
Lloyd Pettifer
1st Line Support Team LeadAs ICT 1st Line Team Leader, Lloyd is responsible for leading the day-to-day operations of the Service Desk, ensuring staff and students receive timely and effective IT support. His role focuses on managing ticket queues, supporting and developing analysts, monitoring service performance, and driving continuous improvement across customer support processes. Day to day, he oversees incident resolution, coordinates escalations, supports service delivery initiatives, and works closely with teams across ICT to maintain a high standard of customer service and operational efficiency.
Jeff Wiltshire
1st Line Support Team LeadResponsible for leading the Service Desk team and ensuring high-quality, consistent support for staff and students. Focuses on improving service delivery, optimising processes and tools, and supporting analyst development through training and coaching. Works closely with ICT teams to drive service improvements, manage major incidents, and monitor performance to enhance efficiency and customer experience.
Zack Khalifah
First Line Support Team Lead (Currently on secondment as Product Engineer in Digital Campus)Zack is responsible for overseeing operations within the ICT Service Desk, ensuring staff and students receive effective and timely technical support across the university. Reporting to the IT Service Desk Manager, his role focuses on service improvement, incident management, team leadership, and maintaining high standards of customer service. He works closely with support analysts, fellow team leads, and wider IT teams to make sure the Service Desk has the right support structures, processes, and information in place to effectively support college services and products, helping deliver a consistent and reliable support experience.
The Service Desk supports all Imperial systems and users. Providing a great customer service to allow staff and students to solve issues quickly and professionally They resolve 80% of incidents on first contact and about 92% on the second contact. In the last 6 months we’ve had 95% satisfaction rating from our customers!
The Service Management team looks after all our Service Management processes covering, incident, change, release, service onboarding, asset management and the service catalogue, as well as our disaster recovery capability, ensuring we have standard processes to continuously improve our services.
