Case Study

‘Can I do this?’ is a question Adam regularly asks himself when presented with new Ingeus career opportunities. Each time, his managers and colleagues have answered with a resounding ‘Yes, you can!’ 

He says that unwavering support and belief in his abilities have played a major role in his remarkable, and somewhat unexpected, career journey. A path which in three short years has seen him build his love of gaming into a management IT role with international responsibilities.  

 

Frustrated with a lack of career development with his last employer, Adam left his construction role just as the pandemic took hold. Two years and several health battles later, in 2022 he joined Ingeus as a Restart Scheme site coordinator in Birmingham, welcoming participants and ensuring the smooth running of the centre. A self-trained ‘techy’, Adam’s love of gaming had developed into an inquisitive knowledge of IT and he was soon the go to person to fix everyday office glitches – a talent that’s regularly called on by his friends and family too.  

 

When a colleague suggested should Adam apply for an internal IT role, he took a leap of faith and joined the support team in early 2023. 

 

“At first I feared I wasn’t suitably qualified for the job but there were some unexpected comparisons to being a site coordinator,” recalls Adam. “I was used to greeting people who were feeling nervy or frustrated. It was my job to reassure and help them, so very similar to the IT service desk. I also have a logical, problem-solving brain which helps. Four months in and fully encouraged by my manager again, I surprised myself and took another huge leap.” 

 

Adam’s step up to a digital support specialist role was considerable. Now tasked with handling the deployment of widescale IT projects, sometimes at Ingeus’ European businesses, he says it was a ‘huge vote of confidence’ to offset his lingering self-doubt.  

 

A year later, Adam’s next opportunity arose – going full circle to lead the first line service desk team where his IT career began. With no people management experience and again questioning his fit, Adam was given a three-month secondment as the Service Management Team Leader; a role made permanent in July 2024. Bolstered by Ingeus’ in-house leadership training, he now leads a team of eight colleagues on the IT service desk, supporting more than 4,000 users across the UK, Switzerland, Sweden, Spain, and Germany.  

 

“IT is crucial to everyday Ingeus operations,” Adam adds. “We may be sorting out a word processing or email glitch but without it that might mean our employment advisor can’t send off someone’s job application. We want to make our colleagues’ lives easier so they can concentrate on what they do best – helping people. 

  

“Ingeus pushes you to achieve what’s right for you and the company. The support of other people and the continuing opportunities to progress have led my progress and lifted my confidence. I’m looking forward to what may come next.” 

 

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