IT Support Team Leader

at  Department for Work and Pensions

JOB SUMMARY

Can you manage a team that will deliver Level 1 tech support services across the UK, both remotely and physically at DWP offices?
If so, this could be the job for you!
This is a great opportunity to join our community of experts at DWP Digital as an IT Support Team Leader.
You’ll be line managing a team of End User Computing Engineers. 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.

JOB DESCRIPTION

The IT Support Team Leader role has line management responsibility for a team of End User Computing Engineers who provide 1st line technical IT support to our users at a busy Tech Bar and via Virtual support channels spread across the geographical area at various sites. The role requires travel between these sites and is responsible for team & individual performance, planning work and building capability within the teams.
The role requires close collaboration, working with a number of User Support Services (USS), Digital and Operational stakeholders to transform the way services are delivered. Strong engagement and influencing skills are required to develop, implement and run exceptional field services through a range of on-site and digital delivery channels.
The role is responsible for managing a team who deliver a range of on-site and remote services to end users, including new devices, breakfix, user guidance through Techbar appointments and Digital Workplace Project deployments, development, delivery of digital services to Accessibility Solution (AS) users and virtual services by creating and maturing an engaged, effective and efficient user-focused delivery function.
The role requires regular exercise of choice and judgement sometimes in challenging, pressurised situations. Resilience and excellent communications along with influencing and interpersonal skills are essential to support effective stakeholder engagement and management.

NATIONALITY REQUIREMENTS

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Digital
Information Technology