Technical Support Manager

Newcastle Upon Tyne
31989.00 - 34285.00 GBP Annual
16 Jun 2021
14 Jul 2021
IT, IT Support
Contract Type
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.

We're looking for a talented Technical Support Manager to join our community of DWP Digital experts.

Using fresh ideas and leading edge technologies, we create innovative, scalable and user-centric digital solutions that make a difference to the lives of our 22 million users and to our amazing DWP colleagues.

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.

Leading a team of 1st line support engineers, you'll be putting your experience of handling a busy technical support service to good use, whilst not being afraid to be hands on with incident management and escalation.

You'll be based in our Newcastle hub, but you'll be offering an outstanding level of support to users in variety of functions and location,

You'll be offering clear, concise explanations, solutions and timeframes for resolution so the ability to effectively communicate to people of different levels of seniority and technical proficiency will serve you well.

What skills, knowledge and experience will you need?

LeadershipEnsure 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.

Delivering at PaceShow a positive approach to keeping the whole team's efforts focused on the top priorities. Promote a culture of following the appropriate procedures to ensure results are achieved on time whilst still enabling innovation.

User FocusAble to collaborate with user researchers and can sell/represent users internally. Understands the difference between user needs and desires of the user.

Technical SpecialismAble to use management system software and tools. Has knowledge of logical schemata to investigate problems, collect performance statistics and create reports.

Communicating and InfluencingCommunicate in a straightforward, honest and engaging manner, choosing appropriate styles to maximise understanding and impact. Encourage the use of different communication methods, including digital resources and highlight the benefits, including ensuring cost effectiveness.

Incident ManagementLeads the investigation and resolution of incidents, utilising and reviewing the available online resources. Escalation of incidents and triage to the correct resolver group as required.

Details. Wages. Perks.

You'll join us in our brilliant digital hub in Newcastle.

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 GBP34,285 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 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