How long have you worked for the Maritime and Coastguard Agency (MCA)?
I began working at the MCA as a contractor in November 2022 and transitioned to a permanent role in February 2024. I’m really enjoying my new position and learning more every day – it’s a fantastic place to work.
Can you briefly describe your job role?
I am the Support Lead and Problem Manager at the MCA, where I work closely with the incident manager to oversee the service desk and focus on problem management. My role in problem management involves investigating the root causes of issues and collaborating with colleagues and third parties to find solutions. This ensures that problems impacting multiple users are resolved quickly. In managing the service desk, I strive to ensure that all services are delivered to the highest standard. I take great pride in the support my team and I provide to the MCA and am always happy to assist with any queries.
What led you to join the MCA? What was your career trajectory up to your current role?
I wanted to support an organisation that helps people and I deeply admire what the MCA stands for. Before joining the MCA, I spent nearly 10 years as a second / third line engineer for a recruitment agency and a year prior to that at a local college. After having my children, I decided to step away from IT and took on a part-time admin role with the NHS. However, I quickly realized that IT was where my passion truly lies. When I saw a contract role open at the MCA, I knew it was the perfect opportunity to return to the field and I haven’t looked back since.
What does a typical workday look like for you?
In my role, I support the service desk, ensuring they have everything needed to resolve incidents and requests as the first point of contact for IT. My job is diverse, with no two days being the same, which I really enjoy! It ranges from coordinating with third-party vendors to arranging training, creating processes, and assisting with incidents. Additionally, I manage multiple problem boards each month, working with various third parties and internal colleagues.
What do you enjoy the most about your role?
I thrive on helping people and ensuring that everything we do makes a difference, whether it’s providing a replacement headset or resolving a persistent issue with key software – it all matters. I enjoy working with a diverse group of individuals across various roles within the agency. It’s fascinating and incredibly fulfilling to play a part in helping them get their work done when something goes wrong.
What do you feel makes the MCA stand out as an organisation / employer?
The level of support here is truly remarkable – everyone is eager to help and collaborate, creating a great atmosphere. It makes coming to work a joy, and I genuinely enjoy what I do. I also appreciate the flexibility, which allows me to balance my career with my family life. With two young children, it’s wonderful to work in a place that is so understanding and supportive, enabling me to have both a fulfilling career and a family life.