Senior Technical Support Manager
- Recruiter
- Confidential
- Location
- Newcastle Upon Tyne
- Salary
- 35310.00 - 40666.00 GBP Annual
- Posted
- 04 Jun 2021
- Closes
- 02 Jul 2021
- Sectors
- IT, IT Support
- Contract Type
- Permanent
- Hours
- Full Time
DWP. Digital with Purpose.
DWP is the UK's largest government department. We make payments worth over GBP195bn a year to support some of the most vulnerable people in our society. We deliver products and services that are used by millions of people in the UK, every day and at key moments in their lives.
In DWP Digital we use fresh ideas and leading edge technologies to create innovative, scalable digital solutions that make a difference to the lives of our 22 million users and to our amazing DWP colleagues. It's a once in a generation transformation driven by our desire to use tech to enable better outcomes for our users.
We're looking for a talented Senior Technical Support Manager to join us. You'll manage a team of 1st line engineers, offering a fast-paced, flexible technical support service to our users, ensuring the right tools and tech are their fingertips and operating optimally.
Delivery. Work. Projects.
As a Senior Technical Support Manager you'll need the experience and know-how to manage a team of 1st line engineers, as well as the hands-on skills required to offer a tailored, responsive technical service, creating timely solutions to any issues and requests.
Day to day, you will:
Build strong relationships with staff and stakeholders.
Be accountable for the end-to-end user service offering, including customer service, proactive resolution and escalation of complex, critical and unresolved service requests.
Coach and develop regional area onsite support teams so they can resolve issues at first contact.
Refer complex incidents and incidents, acting as an escalation route to the service desk and infrastructure engineering team.
Be accountable for end user assets (e.g. hardware, software), ensuring we are managing the stock we need to meet demand
Identify opportunities to embrace new technologies to enhance end user experience and drive value for money.
What skills, knowledge and experience will you need?
Communicating and Influencing:
Build strong relationships with customers and stakeholders, taking into consideration the diversity of interests.Delivering at Pace:
Promote a culture of following the appropriate procedures to ensure results are achieved on time whilst still enabling innovation.
Ensure the most appropriate resources are available for colleagues to use to do their job effectively.Leadership:
Ensure colleagues and stakeholders have a clear understanding of objectives, activities and time-frames.
Take into account different individual needs, views, and ideas, championing inclusion and equality of opportunity for all.Managing a Quality Service:
Work with stakeholders to set priorities, objectives and timescales.
Successfully deliver high quality outcomes that meet the customers' needs and gives value for money.
Working Together:
Establish professional relationships with a range of stakeholders.
Collaborate with these to share information, resources and support.
Put in place support for the wellbeing of individuals within the team, including consideration of your own needs.Details. Wages. Perks.
As our User Support Services teams cover locations across the country, you can be based in any of our digital hubs in Blackpool, Leeds, London, Manchester, Newcastle or Sheffield, as well as in other local DWP offices that are convenient to you. This role will require travel to our hub locations and other sites across our large estate
We also have all the tools and tech we need to enable our people to work flexibly, and many of us are working remotely at the moment due to COVID-19.
In return for your skills we offer competitive salary up to GBP40,666 a brilliant civil service pension with employer contributions worth over 27%, and a generous leave package starting at 25 days.
We also have a broad benefits package built around your work-life balance which includes:
Flexible working, flexi hours and flexi days
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
DWP is the UK's largest government department. We make payments worth over GBP195bn a year to support some of the most vulnerable people in our society. We deliver products and services that are used by millions of people in the UK, every day and at key moments in their lives.
In DWP Digital we use fresh ideas and leading edge technologies to create innovative, scalable digital solutions that make a difference to the lives of our 22 million users and to our amazing DWP colleagues. It's a once in a generation transformation driven by our desire to use tech to enable better outcomes for our users.
We're looking for a talented Senior Technical Support Manager to join us. You'll manage a team of 1st line engineers, offering a fast-paced, flexible technical support service to our users, ensuring the right tools and tech are their fingertips and operating optimally.
Delivery. Work. Projects.
As a Senior Technical Support Manager you'll need the experience and know-how to manage a team of 1st line engineers, as well as the hands-on skills required to offer a tailored, responsive technical service, creating timely solutions to any issues and requests.
Day to day, you will:
Build strong relationships with staff and stakeholders.
Be accountable for the end-to-end user service offering, including customer service, proactive resolution and escalation of complex, critical and unresolved service requests.
Coach and develop regional area onsite support teams so they can resolve issues at first contact.
Refer complex incidents and incidents, acting as an escalation route to the service desk and infrastructure engineering team.
Be accountable for end user assets (e.g. hardware, software), ensuring we are managing the stock we need to meet demand
Identify opportunities to embrace new technologies to enhance end user experience and drive value for money.
What skills, knowledge and experience will you need?
Communicating and Influencing:
Build strong relationships with customers and stakeholders, taking into consideration the diversity of interests.Delivering at Pace:
Promote a culture of following the appropriate procedures to ensure results are achieved on time whilst still enabling innovation.
Ensure the most appropriate resources are available for colleagues to use to do their job effectively.Leadership:
Ensure colleagues and stakeholders have a clear understanding of objectives, activities and time-frames.
Take into account different individual needs, views, and ideas, championing inclusion and equality of opportunity for all.Managing a Quality Service:
Work with stakeholders to set priorities, objectives and timescales.
Successfully deliver high quality outcomes that meet the customers' needs and gives value for money.
Working Together:
Establish professional relationships with a range of stakeholders.
Collaborate with these to share information, resources and support.
Put in place support for the wellbeing of individuals within the team, including consideration of your own needs.Details. Wages. Perks.
As our User Support Services teams cover locations across the country, you can be based in any of our digital hubs in Blackpool, Leeds, London, Manchester, Newcastle or Sheffield, as well as in other local DWP offices that are convenient to you. This role will require travel to our hub locations and other sites across our large estate
We also have all the tools and tech we need to enable our people to work flexibly, and many of us are working remotely at the moment due to COVID-19.
In return for your skills we offer competitive salary up to GBP40,666 a brilliant civil service pension with employer contributions worth over 27%, and a generous leave package starting at 25 days.
We also have a broad benefits package built around your work-life balance which includes:
Flexible working, flexi hours and flexi days
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