Senior IT Support Lead

2 days ago


Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom CV-Library Full time
Job Overview: We are looking for a Senior IT Support Lead to join our team at DWP Digital. In this role, you will be responsible for ensuring the delivery of high-quality IT services and support that meet the needs of our customers.

About the Role: As a key member of our organization, you will play a crucial part in transforming public services used by nearly every person in the UK at key moments in their lives. You will make sure we are delivering IT Services and support which achieve value and quality.

Your Responsibilities:
  • Managing a team of six to ensure they are supported in their roles, handling line management responsibilities, and fostering their professional growth.
  • Defining and maintaining mechanisms to ensure we meet performance targets, and working with finance teams to manage budgets.
  • Coordinating analysis and resolution of complex issues arising, enlisting appropriate support from relevant stakeholders, and ensuring services are responsive to customer needs and wider policy changes.


The Skills and Qualifications We Need: To be successful in this role, you will need:
  • Experience in leading IT Service Management teams to deliver multi-channel IT support, to agreed service measures/OKRs or project delivery targets in a cost-effective and timely manner.
  • Experience in shaping and implementing the people and service strategy for support services to drive and continuously improve engagement, availability, performance and process maturity of policies, standards and guidance used in delivery of the services.
  • Evidence of strong communication skills in creating, strengthening, and owning stakeholder/business relationships to drive service quality, value for money and meet or exceed business and user requirements.


What We Offer: As an employee at DWP Digital, you will have access to a range of benefits including a competitive salary of £55,557, a brilliant civil service pension with employer contributions of 28.97%, flexible working hours, hybrid work arrangements, and more.
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