End User Computing Team Lead 5 views

DVLA IT Services have undertaken a major transformation of our IT estate and organisation in recent years. We have a challenging time ahead, as we continue the transformation of our IT estate and the delivery of more digital services and technologies, utilising an in-house developed and supported set of services.

We work with groups within ITS to ensure that services are delivered effectively and efficiently, and according to agreed service levels, measures and processes.

You will work in a multi-skilled environment supporting customers and staff, often in a technical capacity. You will both allocate and lead on ticket-based data from DVLA’s ITSM Incident Management tool, monitor closures, and provide monthly reports to senior staff. The role requires strong leadership with ability to manage and build capability. You will engage with stakeholders across various teams, prioritising workloads to ensure compliance with the service level agreements and ensuring effective line management of EUC engineers.

Aspects of the role include Desk side Support, Installation Moves and Changes (IMAC), Build Lab Engineering and IT Stores management, meeting with stakeholders and other departments that frequently liaise with the End User Compute (EUC) team. This is a hands-on role requiring a technical knowledge of end user hardware/software, customer/stakeholder engagement, analytical and problem-solving skills.

This role has access to significant amounts of training appropriate to the role which will further enhance your career and develop you further.You will also work alongside 3rd line technical engineers who will help you expand your knowledge and enhance your abilities. Some of our team have already progressed in their careers after engaging with them!

Responsibilities

Key responsibilities will include but are not limited to:

• Managing EUC resource requirements to support the demand management pipeline
• Providing effective EUC Services. Managing the day-to-day activities of the EUC team ensuring service levels are maintained and continually improved
• Producing effective management reporting in support of EUC
• Producing and maintaining a training and development plan to assist with improving team capability, succession planning and talent management
• Contributing to the End User Computing plan

For further information about the role please see the attached role profile.

Additional information 

Applications will be accepted from full time/part time/job sharers. Full time roles at DVLA consist of 37 hours per week. Part time and/or flexible working may also be available subject to the needs of the business. If you have a flexible or part time working requirement, you should contact the vacancy holder in advance of making an application to avoid possible disappointment later in the process should your desired working arrangements not be compatible with the requirements of the role. To contact the vacancy holder, please use the job contact details listed under ‘Contact point for applicants’.

This role is based in Swansea and is full-time onsite. As this is a customer facing role, we are not able to offer hybrid working.

You will be required to travel to other DVLA sites in Swansea and occasionally Birmingham. A full UK driving license is required, and you must be comfortable driving a van.

For this role were looking for a strong team player with excellent leadership and relationship-building skills. You will be confident taking ownership and making informed decisions. In addition to this you will have knowledge and skills in Office 365, Windows 10 and 11, and Service-Now or other ITSM tools.

You will have fantastic communication skills and be confident in communicating technical information to a variety of audiences.

You must be adaptable, and able to use your initiative to undertake work and make effective decisions with ability to problem-solve to find timely solutions. You will be able to work well under pressure, and used to restructuring priorities and delegating when the need arises.

You will have achieved or be willing to work towards ITIL V4 Foundation. The DVLA will fund this qualification if you do not already hold it.

Working for the DVLA Digital Team

At DVLA, licensing is just the start. Every project you implement, touch and deliver has a ripple effect that’ll wash across the nation. Here the work you’re doing has the capacity to change the way 50 million people interact with our services. As we aim to keep our roads some of the safest in the world, our innovative, transformative digital-led services help optimise a nation of individuals and business every single day.