Breaking Barriers in IT: Lucy’s Journey to Service Desk Manager at Jupiter IT Solutions
When Lucy left school at 16, she admits she didn’t have a clear plan for her future. What began as a receptionist role at a small IT firm has since developed into a flourishing career leading a team of engineers at Jupiter IT Solutions.
Today, Lucy is the Service Desk Manager, overseeing more than a dozen engineers and ensuring exceptional service delivery to over 2,000 end users. Her story shows how structured training, determination, and real-world experience can open doors for ambitious young professionals.
discovering a career in it
Lucy’s introduction to IT wasn’t immediate. She began in business administration, starting as a Business Admin Apprentice, before being asked to lend a hand with IT repairs. That spark of curiosity led her to pursue a Level 3 IT Practitioner Apprenticeship through HBTC.
“At the start of each of my apprenticeships, I wasn’t sure exactly of my career path; however, without each of them, I would not be where I am today,” she reflects.
“I was the only girl in my class, but that never fazed me. I’ve never understood why IT is considered a male-dominated field, and I’ve never felt disadvantaged as a woman working in it.”
Through that combination of training and hands-on experience, Lucy discovered her passion. IT wasn’t just about fixing machines; it was about problem-solving, creativity, and making a real impact for businesses and people. Her apprenticeships gave her the technical and professional foundation she needed to succeed, turning early curiosity into expertise.
from engineer to leader
After qualifying, Lucy joined Jupiter IT Solutions as an Engineer. Her determination and talent quickly shone through, and she progressed to IT Coordinator before stepping into her current role as Service Desk Manager.
Over her eight years at Jupiter IT, Lucy has been instrumental in scaling the team from just two engineers to fifteen. Along the way, she also completed a Level 3 Team Leader Apprenticeship, which strengthened her leadership skills and prepared her for the responsibility of managing a growing technical team.
“Building the team has been one of my proudest achievements,” Lucy says. “I love mentoring engineers, sharing knowledge, and watching them grow. It’s incredibly rewarding to see others succeed with your support.”
challenging perceptions
As a leader shaping both the team and the service desk at Jupiter IT, Lucy has seen firsthand how the industry still struggles with diversity and stereotypes.
“Surprisingly, we haven’t had a single female applicant for an engineering role in my eight years at Jupiter IT, which still baffles me,” Lucy says. “I bring a different mindset to how we run the service desk and train our engineers, and I genuinely love it.”
She’s also keen to challenge how IT is often perceived. “IT often carries an unfair stereotype of being dull or just about ‘turning it off and on again’. But after 13 years in the field, I can confidently say that couldn’t be further from the truth. No two days are alike, and the satisfaction of cracking complex issues or simply making a customer’s day through support is incredibly rewarding.”
Lucy’s experience highlights the importance of creating inclusive workplaces. By mentoring engineers and challenging outdated stereotypes, she demonstrates the value women bring to technical teams.
A message to the future women in it
Lucy’s journey proves that with determination, curiosity, and the right opportunities, women can thrive in IT just as much. She encourages more young women to break past stereotypes and embrace careers in technology.
“If you’re a young woman considering IT, my advice is simple: go for it!” she says. “With continuous learning, the thrill of problem-solving, and – dare I say – plenty of fun, it’s time to challenge outdated perceptions and dive headfirst into the world of IT.”
On apprenticeships, she adds:
“I couldn’t recommend an apprenticeship more. Without them, I would not have gone from a 16-year-old with no customer service or IT skills to a Service Desk Manager leading a team of 12+ engineers supporting over 2000 end users. The skills I learnt in the courses and through hands-on experience are unmatched. As a woman in my twenties working in IT, I genuinely wouldn’t be where I am today without the apprenticeships that shaped my early career. They gave me not only technical skills, but also the confidence and real-world experience I needed to grow.”
leading the next generation
Now, as she continues to lead the Jupiter IT service desk, Lucy is focused not only on delivering excellent client support but also on shaping the next generation of IT talent. Whether it’s mentoring new engineers or challenging the misconception that IT is “just turning it off and on again,” she’s determined to show that IT is a career where people can truly excel.
Lucy’s leadership highlights the long-term benefits of apprenticeships: they don’t just provide technical skills, they foster mentorship, leadership, and the ability to influence workplace culture. Her journey continues to inspire the next generation of IT professionals to pursue their ambitions with confidence.
If you feel inspired by Lucy’s story, why not check out our latest apprenticeship vacancies or encourage someone you know to take the first step? With the right support and hands-on experience, a career in IT, or any field, can be both rewarding and full of opportunity.
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Emily Simpson
Emily is our Digital Marketing/Learner Engagement Apprentice and is involved with all things social media and content development. She is also responsible for attending career events and maintaining relationships with local schools and colleges.