IT Support Team Manager IT Support Team Manager …

DWP Digital
in Blackpool, England, United Kingdom
Permanent, Full time
Last application, 18 Jan 22
GBP31989 - GBP34285 per annum
DWP Digital
in Blackpool, England, United Kingdom
Permanent, Full time
Last application, 18 Jan 22
GBP31989 - GBP34285 per annum
IT Support Manager: Up to £34,285 plus 27% pension and flexible working Lead and manage a brilliant team of End User, Field Service and Tech Support professionals as we deliver on-site and virtual services to thousands of colleagues.

DWP. Digital with Purpose.

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 are looking for an End User Computing Manager to join our User Support Services Field team, where you'll manage a brilliant community of technical support agents in our brilliant Peel Park hub in Blackpool.

Peel Park is one of DWP's largest sites, with nearly 2500 users, and a key Digital hub. You and your team will deliver user-focused on-site and virtual field services that ensure technical and non-technical stakeholders have the tech, tools and answers they need to deliver for DWP.

Delivery. Work. Projects.

You'll have a key role in our new User Support Services (USS) team, managing a team of End User Computing Analysts within Peel Park in Blackpool. This means functional accountability of all onsite and deployment functions and virtual services including management of the Peel Park Tech-Bar.

You'll need good collaboration, engagement and influencing skills to develop, implement and run exceptional field services through a range of on-site and digital delivery channels.

You'll work with a number of USS, Digital and Operational stakeholders to transform the way end user services are delivered, including Digital Workplace project deployments touching up to 100,000 users.

We want you to empower your team to solve problems themselves, but you'll be there when anything needs to escalated or when a key decision needs to be made, sometimes in challenging, pressurised situations.

You and your team will deliver a range of on-site and remote services to end users. These will include deploying new devices, breakfix and giving support and guidance to users at Tech Bar appointments. You'll roll out digital solutions to Assistive software users, and delivery virtual services too by as you help us mature an engaged, effective and efficient user-focused service delivery function.

What skills, knowledge and experience will you need?

  • You have leadership and line management experience, and can engage a team of technical support professionals.
  • You have experience of Customer Service Management, and know how to maintain a high level of service
  • You are user focused, can understand and represent the needs of end users, and can communicate technical information to different user groups.
  • You know how to use management system software and tools. You can use your knowledge of logical schemata to investigate problems, collect performance statistics and create reports, to optimise performance and forecasting
  • You are a good communicator, influencer and role model for your team
  • You have experience of Incident Management, and can lead the investigation, escalation, resolution and prevention of incidents, utilising and reviewing the available online resources.

Details. Wages. Perks.

You'll join us in our brilliant digital hub in Blackpool. We've got loads of parking and the site is easily accessible from across the North West.

In return for your skills, we offer a competitive salary of up to £34,285 a brilliant civil service pension with employer contributions worth over 27%, and a generous leave package starting at 24 days.

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

  • Flexible working, flexi hours and extra flexi days off
  • 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, so it's even easier for you to get to work and start making a difference
  • 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 your application.

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