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2115 - Second Line Support Manager
| Posting date: | 20 January 2025 |
|---|---|
| Salary: | £41,463 to £52,040 per year |
| Additional salary information: | The national salary range is £41,463 - £45,276, London salary range is £47,657 - £52,040. Your salary will be dependent on your base location |
| Hours: | Full time |
| Closing date: | 03 February 2025 |
| Location: | UK |
| Remote working: | On-site only |
| Company: | Ministry of Justice |
| Job type: | Permanent |
| Job reference: | 2115 |
Summary
The role has management and leadership responsibility within the HMCTS Digital and Technology Services for digital and technology products, providing a service to our users as part of the wider Live Operations team. The post holder will have the opportunity to be part of the team building and implementing the new digital operating model for HMCTS, at the heart of the future organisation.
The 2LS Manager will coordinate the operation, support, maintenance and improvement of the DTS Second Line Support team; This includes ensuring SLA’s are continually achieved, and that support is provided by the 2LS team for all current and new HMCTS Digital products.
The role reports to the Service Support Lead and will have line management responsibility within the Live Operations team of the 2LS Analysts, who will work together to share expertise and provide cover.
The DTS Second Line Support teams operating hours are 0800 – 1800 Monday – Friday (excluding bank holidays).
Key Responsibilities:
Operations:
Identify and explore opportunities for service and business improvement. Drive analysis and identify, prioritise, and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services. This includes recognising the potential for automation of processes, determining costs and benefits of new approaches and managing change or assisting implementation where needed.
Manage customer service functions, including responding to issue reports, information requests, access. Use the results of customer satisfaction measurements to improve service and have a successful relationship with customers.
Responsible for the end-to-end service delivery: from designing to developing to delivering and operating. Ensure that a set of IT products, suppliers and vendors come together to deliver an IT service. Ownership of Service Desk metrics ensuring service is provided to meet business requirements.
Stay abreast of industry developments to make cost-effective use of new and emerging tools and technologies.
Responsible for understanding users and identifying who they are and what their needs are, based on evidence. Engage in meaningful interactions and relationships with users. Put users first and manage competing priorities.
Be responsible for the resourcing and development of the team, including the preparation and coordination of service transition activities and make sure that the support team undertakes development to make sure they can advise on current issues.
Analysis:
Oversee the preparation and maintenance of analysis of data and requirements to understand user needs, offering guidance and communications to support operating and improving their performance of the Service Management team for Incident Management.
Establish training needs and knowledge transfer requirements, ensuring these are delivered where required.
Act as a central contact point for all digital and technology Incidents related to DTS Live Operations.
The 2LS Manager will coordinate the operation, support, maintenance and improvement of the DTS Second Line Support team; This includes ensuring SLA’s are continually achieved, and that support is provided by the 2LS team for all current and new HMCTS Digital products.
The role reports to the Service Support Lead and will have line management responsibility within the Live Operations team of the 2LS Analysts, who will work together to share expertise and provide cover.
The DTS Second Line Support teams operating hours are 0800 – 1800 Monday – Friday (excluding bank holidays).
Key Responsibilities:
Operations:
Identify and explore opportunities for service and business improvement. Drive analysis and identify, prioritise, and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services. This includes recognising the potential for automation of processes, determining costs and benefits of new approaches and managing change or assisting implementation where needed.
Manage customer service functions, including responding to issue reports, information requests, access. Use the results of customer satisfaction measurements to improve service and have a successful relationship with customers.
Responsible for the end-to-end service delivery: from designing to developing to delivering and operating. Ensure that a set of IT products, suppliers and vendors come together to deliver an IT service. Ownership of Service Desk metrics ensuring service is provided to meet business requirements.
Stay abreast of industry developments to make cost-effective use of new and emerging tools and technologies.
Responsible for understanding users and identifying who they are and what their needs are, based on evidence. Engage in meaningful interactions and relationships with users. Put users first and manage competing priorities.
Be responsible for the resourcing and development of the team, including the preparation and coordination of service transition activities and make sure that the support team undertakes development to make sure they can advise on current issues.
Analysis:
Oversee the preparation and maintenance of analysis of data and requirements to understand user needs, offering guidance and communications to support operating and improving their performance of the Service Management team for Incident Management.
Establish training needs and knowledge transfer requirements, ensuring these are delivered where required.
Act as a central contact point for all digital and technology Incidents related to DTS Live Operations.