Introducing Terry Haines from the Maritime and Coastguard Agency. Terry has 20+ years’ IT experience, and runs a 24×7 Service Operations team supporting critical MCA systems.
How did you get into the profession?
I began my career in IT Support, starting on the Help Desk and steadily progressing through various roles, becoming a key contact for system support.
I was later headhunted to work as an Applications Consultant, advising local government departments across the UK on critical systems. That led me into a Product Analyst role, where I gathered requirements and eventually stepped into Product Management at Ordnance Survey.
Over time, I realised I had a real passion for leadership, particularly in service environments. A local market research agency gave me the opportunity to lead their IT Service Desk, and that truly sparked my excitement for building and modernising IT Support teams.
In 2020, I joined the Maritime and Coastguard Agency (MCA) to design and lead their first 24×7 Service Desk. The results spoke for themselves—we improved services significantly and I was honoured with the Chief Executive’s Customer Service Award. That recognition led to a promotion to Head of IT Service Operations, where I now proudly lead a team delivering critical IT support across the entire MCA.
What do you enjoy most about what you do?
I genuinely enjoy making a difference. In our role, we’re not just fixing issues—we’re enabling life-saving work and improving maritime safety.
There’s something really rewarding about seeing continuous service improvement come to life across people, processes, and technology. I love helping teams move faster, deliver more value, and enjoy the journey while doing it.
What’s your most memorable work moment?
There are two that stand out. The first is receiving the Chief Executive’s Customer Service Award in 2022—it meant a lot because it recognised the impact of the 24×7 Service Desk I built from scratch.
The second would be delivering a live talk to over 500 delegates at Ordnance Survey to promote the benefits of OpenData. Both were proud moments that highlighted different sides of what I love about this profession.
What are the key points you’ll be covering in your seminar session at this year’s SITS?
I’ll be sharing the journey of building and running a high-performing 24×7 IT Service Desk in a blue-light environment.
From the challenges we faced to the lessons we learned, I want to highlight the critical role IT Support plays in enabling emergency services.
We’ll also reflect on where we’re heading next, and I hope to remind everyone in IT Support just how vital their contribution really is.
What are you looking forward to the most at SITS?
Definitely the networking. It’s always great to connect with people who are just as passionate about IT services and support.
I’m also excited to explore new tools and technologies—there’s always something innovative that can spark ideas for improving our own service delivery.
Join Terry for the session ‘How IT supports saving lives at sea‘ at 10am, 15 May on Theatre 3.
SITS, The Service Desk & IT Support Show is taking place on 14-15 May 2025 at Excel London.