Job Description

Job Title: Head of Remote Support
Closing date: 03 February 2021
We have an exciting Remote Support opportunity here at MoJ Digital & Technology for a Head of Remote Support.
The Digital and Technology Support team is part of MoJ D&T’s Technology directorate. It is a team made up of four functions: Specialist, Application, Onsite and Remote.
The Digital and Technology Support team provides Local and Remote 2nd line support excellence that enables our MoJ customers to thrive.
The team provides technical support, expertise and knowledge sharing tailored specifically to our customers remotely & onsite. Our personal, customer centric focus allows the MoJ business to run efficiently and project delivery to happen seamlessly.

To help picture your life at MoJ D&T please take a look at our blog and our Digital & Technology strategy.
Key Responsibilities:
This is a new Band A senior manager role that reports directly to the Head of Digital and Technology Support.
This is a new function that we are setting up as we move to an in-house model, and the role holder will be accountable for growing and managing the team.
The Head of Remote Support will be responsible for building and managing a team of 2LS engineers who will provide remote 2nd line support for MoJ users across the entire estate. This team could potentially grow to be 50 people plus.
The Head of Remote Support will be responsible for the following:
Deliver BAU Services to agreed Time (SLAs), Cost (headcount and budget) and Quality (defined service scope) measures

  • Leading responsibility for the development and delivery of remote support.
  • Provide the management lead for all people within the 2nd line Remote Support team.
  • Understand MoJ strategic change initiatives where these impact the team.
  • Service support including Incident and Problem Management, Change and Release Management, Continuous Service Improvement.
  • To assist the implementation of major projects.
  • Participate in the development of processes and documentation to ensure that change is smoothly accepted into service.

Standardise / Professionalise Services delivered
  • Design and implement KPIs, and possibly other MI, that effectively measures and monitors the performance of the area.
  • Ensure close coordination and consistent standards of implementation are delivered for D&T.
  • Take full ownership of budgets for the area, effectively ensuring services are delivered within the agreed budget and provide value for money. Making sure that activities are prioritised and risks, of not investing in activities, are fully understood and articulated.
  • Be part of the Technology Support Senior Management Team, contribute and challenge ideas in a constructive and progressive manner, enable success of peers and the wider organisation.

Optimise Services and Continual improvement
  • Continual analysis of 2nd Line Support activities to determine if they should be moved to 1st or 3rd Line Support
  • Responsibility for designing and implementing ways of working for your team, so that a collaborative and integrated end to end service can be delivered to the end user.
  • Communicate how your area works with other Technology 2nd line support teams as well as wider teams such as 1st line Support, 3rd line support and EPIC teams.
  • Responsibility for developing and maintaining the roadmap for your area.
  • Identify opportunities to add value and innovate Technology Support that either improve the end user experience or create cost savings for the organisation

Create happy and engaged teams
  • Responsible for diversity and inclusion in your area as per MoJ Equality and Inclusion guidelines:
  • Develop and embed a culture of Professions in line with the arrangements in JD&T (e.g. communities of practice, career pathways etc.) in the Technology Services Area and work with other Profession Leads that cross into Technology Support
  • Responsible for inspiring highly engaged teams which are focused on delivering high quality end user services
  • Good performance management
  • Deal with poor performance and behaviours fairly, and swiftly
  • Retain talent, succession planning
  • Grow team capability
  • Reward outstanding performance

If this sounds like an exciting challenge and you want to join our team please read on and apply!
This is a MoJ Band A role with a salary of £52,845 or £43,958 DOL plus great benefits:
  • 37 hours/week and flexible working options - working from home or remotely, working part-time, job sharing, or working compressed hours.
  • Lots of training and development opportunities with learning platforms such as: Linux Academy, O’Reilly, Pluralsight, Microsoft Learning, Civil Service Learning, GDS Academy, etc.
  • 10% dedicated time to learning and development with a budget of £1000 a year per person
  • Generous civil service pension based on defined benefit scheme, with employer contributions of 26-30% depending on salary.
  • 25 days leave (plus bank holidays) and 1 privilege day usually taken around the Queens’ birthday. 5 additional days of leave once you have reached 5 years of service.
  • Great maternity, adoption, and shared parental leave, with up to 26 weeks leave at full pay, 13 weeks with partial pay, and 13 weeks further leave. And maternity support/paternity leave at full pay for 2 weeks, too!
  • Bike loans up to £2500 and secure bike parking (subject to availability and location)
  • Season ticket loans, childcare vouchers and eye-care vouchers.
  • 5 days volunteering paid leave.
  • Free membership to BCS, the Chartered Institute for IT.
  • Some offices may have a subsidised onsite Gym.

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.
Person Specification
  • Knowledge Management - Defines and collates the correct level of knowledge and data to ensure that all Level 2 EUC’s Support services operate at the highest level of quality, operability and availability.
  • Customer Service Management - Manages customer service functions, including responding to issue reports, information requests, access. Uses results of customer satisfaction measurements to improve services and has successful relationships with customers.
  • Ownership and initiative - Takes ownership of problems and proactively resolves technical problems, ensuring that technical solutions continue to meet business requirements. Takes full accountability for actions taken and decisions made.
  • Problem management - Understands and identifies problems, analysing and helping to identify the appropriate solution. Is able to classify and prioritise problems, document their causes and implement remedies.
  • Service focus - Maintains focus on the whole life of service delivery - designs, develops, delivers and operates. Ensures that a set of IT products, suppliers and vendors come together to deliver an IT service.
  • Service reporting - Takes management information and consolidates agreed key performance indicators into product or service measures that underpin service management of a specific product or service.
  • Understanding of service management framework - Has an in-depth understanding of service management framework principles and processes, and the ability to apply the technical knowledge in project or programme activities.
  • User focus - Understands users and can identify who they are and what their needs are based on evidence. Able to translate user stories and propose design approaches or services to meet these needs and engages in meaningful interactions and relationships with users. Puts users first and can manage competing priorities.
  • Continual service improvement - Identifies and explores opportunities for service and business improvement. Drives the analysis, identification, prioritisation and implementation of improvements and efficiencies, thereby 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.

  • Broad technical understanding - This specific knowledge underpins an individual’s ability to deliver the responsibilities and tasks for their role. This relates to the application of the required breadth and depth of technical knowledge. This also includes staying abreast of industry developments to make cost effective use of new and emerging tools and technologies.

How to Apply
All candidates must submit a CV and Statement of Suitability (of up to 750 words) which describes how you meet the requirements set out in the Person Specification above.
We recruit using the Success Profiles Framework and will assess your Experience, Technical Skills and the following Behaviours during the assessment process:
  • Changing & Improving
  • Leadership
  • Making Effective Decisions
  • Managing a Quality Service

Your application will be reviewed and sifted against the Person Specification by a diverse panel.
Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference.
Should we receive a high volume of applications, a pre-sift based on your experience of managing a 2ls function will be conducted prior to the sift.
Further Information Please review the following Terms & Conditions which set out the way we recruit and provide further information related to the role.
If you have any questions please feel free to contact

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Job Detail

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    Full Time
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  • Job Location
    Glasgow, United Kingdom
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