IT Support Team Manager

DWP. Digital with Purpose.

This is a great opportunity to join our community of experts at DWP Digital as an End User Computing Manager. End User Computing is how we describe all the stuff that might otherwise be called Help Desk, or Tech Support, or Desktop support.

It’s everything from rolling out and optimising new hardware, to solving day to day user issues.

DWP is the UK’s largest government department. We help people into work and make payments worth over £195bn a year, to support some of the most vulnerable people in our society.

We’re driving a once-in-a-generation transformation of government services used by millions of people. We’re using fresh ideas and leading-edge technologies to create innovative, scalable and user-centric digital solutions.

Delivery. Work. Projects.

If you want pace, variety, challenge and the chance to help people you’ve come to the right place.

You’ll be part of our User Support Services team. We lead, run and maintain effective and efficient 1st line support, providing high quality, consistent Digital support services to circa 94k DWP colleagues and some exec support to our VIPs.

Your role is to manage a team that will deliver Level 1 services across the UK, both remotely and physically at DWP offices.

We deliver via an Omni channel support model that includes Voice, an On-line Portal and On-site Services.

You’ll manage people and assets across all support channels dealing with associated data and performance, carrying out Quality Assurance checks, providing feedback and taking forward suggestions for improvements. As well as the general day to day Team Manager responsibilities you’d expect.

You’ll be joining of a thriving Service Management community. We’ll give you access to all the support and learning you need to grow your skills and career, and to help your team be at their best.

What skills, knowledge and experience will you need?

• Experience of managing a team to deliver a quality service. Including quality checking, coaching, and upskilling colleagues in customer service skills and digital services. technical skills (PCs, laptops and digital services).
• Experience and knowledge of ITIL Service Management Framework and best practice, including the ability to handle incidents, requests, and escalations
• Experience in delivering resolutions to User issues at pace and to a high level of quality and with a strong focus on value for the customer
• Experience in a role within an IT organisation, preferably with In-depth knowledge of Tech Support/1st line support.

Details. Wages. Perks.

These roles will based in Newcastle one role in Benton Park View and one role in Tyne View Park.

We also have all the tools and tech we need to enable our people to work flexibly. We operate a hybrid working model with a mix of home working and some time in the office.

In return for your skills, we offer a competitive salary of £36,545.

You’ll be eligible for a brilliant civil service pension with employer contributions worth 27%.

You’ll get a generous leave package starting at 24 days, rising to 26 after 1 year, plus all the usual bank holidays, and the option to take extra days off on flexi leave.

We also have a broad benefits package built around your work-life balance which includes:

• Flexible working, flexi hours and flexi days
• Hybrid working: some time in a hub with the team, some time at home
• Family-friendly policies
• Time off volunteering and charitable giving
• Bring your authentic self to work with ‘I Can Be Me in DWP’
• Discounts and savings on shopping, fun days out and more
• Interest-free loans to buy a bike or a season ticket
• Sports and social activities
• Working in an award-winning environment and culture
• Professional development, coaching, mentoring and career progression opportunities

Click ‘Apply’ for more information and to start an application on Civil Service Jobs.