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Digital Service Innovation

Digital Services Innovation focuses on the support of our systems, services and the support of people; library staff and the many users of our digital library services, technologies and spaces. Colleagues across the Digital Systems and Digital Support Services sub-teams work closely and collaboratively to support these goals.

Head of Digital Service Innovation 

As Head of Digital Service Innovation at The University of Manchester Library, I lead the development of innovative digital services and systems to enhance research and learning. My role focuses on strategic leadership, collaboration, and continuous improvement, ensuring our digital services and systems support the University's goals and meet the evolving needs of our diverse community.

    Library Platforms Manager

  • Amin Hussain

    Vacant

    Email: TBA

    Telephone: TBA

Systems Support Analyst (Library Systems)

To support the service in implementing, maintaining and developing Alma and associated systems to provide high quality and user focused services. To provide management information and statistics to support the strategic and operational requirements of Library managers and staff. To line manage the Systems Assistant and ensure their skills meet the changing requirements of the role.

Systems Assistant

Supporting the System Support Analyst and Library Systems Manager in maintaining and developing its library systems, whilst providing a high quality and user focused service.

    eResources Team

    About the eResources Team

    We ensure seamless access to the Library’s electronic resources, including journals, databases, and e-books, for students, staff, alumni, and community members.  Our team provides front-line technical support and offers guidance on e-resource access issues. 

    We manage our e-resources access mechanisms, EZproxy and Shibboleth. We collaborate with publishers to handle technical aspects of subscription activation, including IP registration and access troubleshooting. Additionally, we maintain the Databases A-Z for easy resource discovery.

    Our responsibilities also include managing our access broker tools, Lean Library Access and LibKey Nomad, and investigating suspicious usage incidents in collaboration with IT Services. We oversee the EZproxy Analytics service, which provides detailed usage data for our e-resources.

    For assistance, contact us at uml.eresources@manchester.ac.uk or use the "Report a Problem" button available under each electronic resource in Library Search.

    Systems Support Analyst (eResources)

    Co-ordinating and delivering a user-focused electronic resources technical support service and managing the team of Systems Assistants (eResources). Responsible for ensuring the full exploitation of the Library’s electronic resources by effective management of their delivery and maximisation of on-site and remote access.

  • Christine Sweet

    Christine Sweet

    Email: christine.sweet@manchester.ac.uk

     

Systems Assistant (eResources)

Providing technical support to students, academics and the public in accessing the Library’s electronic resources through enquiries, and supporting the Systems Support Analyst (eResources) in providing access to the Library’s electronic resources.

Digital Support Services

About the Digital Support Services team

Team

  • We were previously split into two teams (Student & Staff support) but are now one team as Digital Support Services.  We are generally based at Main Library and AGLC but can work at and support any Library site.

Services

  • We provide digital support to Library staff and large numbers of students and researchers from across the University.  We are a key provider of in-person digital support on campus and this means providing help and guidance on connecting to University systems, software support, practical digital skills, support for Library digital technologies and a wide range of staff and student devices.

Technology Support

  • We provide support for library specific technology such as gate entry systems, self-service issue machines, book sorter, ILL collection locker, Library search PCs, staff and student laptop loans, digital signage and any other equipment required to run bespoke library services.  We are responsible for managing the relationships with any 3rd party suppliers of those services.
  • We are responsible for supporting and maintaining equipment in Library spaces such as staff offices; staff meeting rooms; student group study rooms; teaching rooms and student PC clusters.

Projects

  • We work on projects that aim to continually improve the digital library user experience and often work with directorates outside of the Library, such as IT Services and Estates, to support their key activities.

Digital Support Services Manager

Manages the Digital Support Services team in the delivery of a customer focused digital IT and technology support service. Responsible for the management and development of a number of Library digital services across all Library sites. Contributes to key Library and strategic projects and working to promote our services across the University. Line management responsibility for Digital Support Analysts and Student Digital Support Co-ordinator.

Digital Support Analyst

Second line digital support service for staff within Library sites.  Hardware and software support for Library digital services such as book issue/return systems, device support & maintenance, device loans, Telecoms and office moves.  Audio-visual support for training rooms and meeting rooms. Setting up and maintaining Library digital equipment.

Student Digital Support Co-ordinator

Responsible for efficient delivery and the ongoing development of a frontline, customer service focused digital IT and technology support service.  Coordinating the operational activities, including line management responsibility, of the Digital Support Assistants and a range of customer foucused digital Library technologies and services.

Student Digital Support Assistant

Digital support service for students and researchers; resolving customer enquiries; support for personal mobile devices.  Hardware and software support for Library digital services such as PC clusters, device loans, group study rooms, accessibility rooms and training rooms.  First-line support for audio-visual technologies in student spaces.  Setting up and maintaining Library digital equipment.