HM Courts and Tribunals Service

Directorate: Digital Technology Services (DTS)

Pay Band: SEO

Job Title: Technical Support Manager

Location: London / National

Successful applicants will be expected to be office based 3 days per week in any HMCTS Office (subject to business availability). The frequency may increase in the future. Frequent travel to the Royal Courts of Justice will be a requirement of this role.

Term: Permanent

Interview: Video conference via Teams

Important salary details:

New recruits to the Civil Service joining MoJ are expected to join at the band minimum. Existing Civil Servants applying on promotion, will usually be appointed on the salary minimum of the new pay band, or receive an increase of 10 percent on the current base salary, whichever is higher (This is restricted to the pay maximum of the new band).

GDD:

Government Digital and Data (GDD) Profession Capability Framework and Success Profiles Frameworks. Using GDD we will then determine if you will be paid an additional allowance, on top of your basic salary. This role is within the Technical Job Family, is a Infrastructure Engineer role, at Infrastructure Engineer level, but carries the title Technical Support Manager within the Judicial and RCJ Team in DTS.

Reserve List:

HMCTS run a Reserve List, where candidates who are unsuccessful at interview by only a few points, can be offered other roles, at the same band, for up to 12 months. You will be able to view your status via the application screen. If you have been added to the Reserve List, your status will show either Merit or Reserve list.

Introduction:

These are exciting times at HM Court and Tribunals Service (HMCTS). As an agency of the MoJ, we support the judiciary across England and Wales to deliver justice by running courts and tribunals and processing outcomes, and we are looking for talented people to help us achieve our ambitions. It will be challenging, important and rewarding.

HMCTS Digital and Technology Services (DTS) is a specialist technology directorate which provides support to HMCTS in the use of IT and Digital.

DTS is creating a place in which it is great to do work and part of our offer is brilliant training opportunities and support from expert colleagues. As well as that you’ll find flexible working, an inclusive culture, and a place where your opinion is valued.

Please follow the link below for further information about HMCTS. www.gov.uk/government/organisations/hm-courts-and-tribunals-service

Background:

eJudiciary is a Microsoft 365 service which provides end user compute services and actd as the gateway to all HMCTS and MOJ Digital services for the Judiciary of England and Wales. The service impacts across all court jurisdictions and has a direct impact on justice outcomes and public safety, and therefore the reputation of HMCTS.

Main Purpose of The Role:

The role will be responsible for the day to day management of eJudiciary M365 and associated services used by the Judiciary.  The post holder will manage all M365 components using a variety of specialist technical skills covering all aspects of the environment and related tooling.  They will play a critical role in ensuring seamless operation, supporting the Technical Manager in maintaining the security and integrity of the service. They will act as 3^rd line support, responding to incidents that are escalated from the 2LS team, being accountable for resolution and raising service tickets with Microsoft where appropriate. They will work with colleagues in the Judicial and RCJG team to manage delivery of change and service improvements for users, assessing priority of deliverables according to product and service criteria and contributing to service and technical documentation.  

There are currently no line manager responsibilities, but there may be in the future.

Key responsibilities of the role:

• Provide specialist technical support for Microsoft 365 services - Exchange Online, Outlook, Azure Active Directory, Teams, Power Apps, and SharePoint to ensure systems used by the judiciary of England and Wales remain stable and secure.  

• Provide technical leadership to the 2^nd line support function and define best practice for the governance, administration, and support of Microsoft 365 services.  

• Use coaching methodology to drive positive behaviours, engaging and encouraging colleagues (HEO and EO) to find opportunities for personal growth and development by, for example, involvement in analysis and delivery of solution.  

• Lead the 3^rd line support function, ensuring that tickets are resolved in a timely manner, minimising impact to users.  Work to define documentation such as knowledge articles, user guidance etc. acting as the subject matter expert for M365. 

• Through innovation, recommend more effective use of existing business tools, delivering VfM for HMCTS and the users of the service.   

• Make data driven decisions to understand the benefits of improved and/or new solution, leading to the definition, configuration and implement of solutions, utilising core Microsoft 365 services 

• Work with the Product leads to help drive a user-centric focus in the MS product roadmap, implementing and owning a change and release process, prioritising effective implement of new features and preparing for depreciation of old components.   

• Own and manage risks associated with the day to day management of the service, identifying effective mitigations.  

• Responsible for ensuring technical documentation such as HLDs, LLDs, service design, service continuity etc. are developed and maintained, working with the appropriate colleagues in the DTS digital architecture and security team to ensure alignment to overall DTS strategy and compliance with documentation requirements.  

• Help to drive a ‘shift left’ culture for IT support, identifying opportunities for service as well as technological improvements.  

• Engage and consult across HMCTS and MOJ to understand wider impact of change within the service, working with the Product team to understand user need and recommend the best technical solution to meet those requirements.   

• Support the Technical Manager in holding the supplier(s) to account in meeting contracted SLAs and escalating any breaches to the Head of Judicial and RCJG.  

• Champion service criticality and the independence of its users, representing the service at working groups and may be asked to delegate for the Technical Manager at Judicial Boards 

Skills & Experience:

• Expected to have or build in depth understanding of the judicial structure and how this supports with HMCTS’ Objective to operate the courts.

• Proven experience in configuring, operating, and providing specialist support for Microsoft 365, Entra Identity, Sharepoint Online, Security and Compliance, Identity Management, email transport rules, forensic reporting along with other products that can offer enhanced security and user experience.

• Strong engagement and stakeholder management skills and the ability to manage difficult conversations with senior colleagues and the judiciary.

• Strong supplier management skills, with the ability to challenge behaviour and drive resolution of issues that affect users of the service and negotiate value add deliverables as part of existing contracts.

• Strong collaboration skills and able to work effectively with colleagues across a number of disciplines in HMCTS and MOJ, both technical and non technical. Must be able to articulate technical solutions using business language.

Essential Criteria:

• Experience of supporting and maintaining a fully Cloud based Microsoft 365 environment as part of a service team.

• The ability to work both independently and as part of a team, proactively and with versatility in responding to changing circumstances

• Must be able to work with an agile environment, adapting to changing and conflicting priorities, challenging senior managers and business users where prioritisation is not being managed effectively.

• Be innovative and forward thinking, exploring the use of developing and emerging technologies

• Capable of seeing the bigger picture, with developed communication and influencing skills and a passion for improving services for the judiciary and the wider delivery of justice, demonstrating empathy for the users of our service.

• Ability to effectively engage and collaborate with a wide range of stakeholders and teams to facilitate collaborative working and ensure accurate and timely reporting.

• Strong communication and interpersonal skills and a proven ability to adapt communication style and approach to suite varying audience needs.  

• Ability to analyse and present sensitive or complex data and information to support decision making.

• Experience of organising and prioritising work effectively 

• The ability to work in an environment of uncertainty and continual change.  

• Ability to work effectively under pressure and time constraints. 

Desirable Criteria:

• Microsoft 365/ITIL related qualifications and/or experience.

• Previous experience of working in a large digital organisation

• Previous experience of coaching/mentoring and/or supporting others through personal development

Application process:

The following areas of Success Profile Framework will be used to assess and score your application during the sift, and interview.

• Strengths - The interview will involve a discussion around 2 strengths.

• Technical - As demonstrated in your application form and interview. The interview will involve a discussion around the following technical skills:

• • IT infrastructure

  • Troubleshooting and problem resolution

• GDD Assessment - During the interview, you will be assessed against the GDD skills and framework below.

• GDD Skill 1 - Troubleshooting and Problem Resolution

• GDD Skill 2 - IT Infrastructure

• GDD Skill 3 - Technical Understanding

• GDD Skill 4 - Systems Design

• Behaviours - You will be required to provide evidence of the following key behaviours at SEO Level.

• • Working Together

  • Changing and Improving

• Level of Clearance - To apply for this role, you will be required to successfully complete Security Clearance (SC) level as a condition of appointment: https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels/sc-guidance-pack-for-applicants