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Information Technology

Head of Application Support – 47314
£43,958 - £63,500


We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit:

Please note: New recruits to the Civil Service are expected to join at the band minimum, however for exceptional candidates, managers have discretion to set starting salaries above the pay range minimum by a maximum of 10%

These are exciting times at Her Majesty’s Court and Tribunals Service (HMCTS). As an agency of the MoJ, we provide the supporting administration for the judiciary across England and Wales. Within that portfolio the Digital and Technology Services Transformation Programme (DTS) has a clear ambition to create an organisational culture where diverse and inclusive multi-disciplinary teams bring together in-house digital, data and technology specialists to build capability, work smarter and more efficiently.

We support, manage and develop digital services, making sure they are working, legislatively compliant and fit-for purpose. We work closely with HMCTS operational teams, MoJ Digi/Tech and external suppliers to support the business through an understanding of user needs and business requirements. We also manage the IT service provided by MoJ DigiTech (computers, printers, network access) and ensure that HMCTS gets maximum value from its investment in IT.

The Role

The Head of Application Support will work directly to the Head of Civil, Family and Tribunals (CFT)

The role holder will be expected to focus particularly on the areas of CFT where legacy products are still used and hence, where reform has not yet had an impact.  They will be expected to resolve business issues where technology can be of help. They will have responsibility for the legacy applications assessing risks and driving improvements where needed and proven to be of benefit. They will need the ability to develop appropriate business cases, document requirements, challenge costs and timescales presented by suppliers.

They will work with the Chief Architect and others on the “Incremental Reform” initiative, which aims to make use of reform products and deliver incremental reform to areas of the business most in need.  They will have an oversight of projects arising from this initiative, identifying and monitoring benefits and progress.

Ways to resolve immediate business issues will require a good understanding of what reform can and will deliver, alongside an understanding of the limitations and capabilities of current applications and the options available to meet immediate business needs.  They will need to understand the objective of the Future Systems Programme and also work closely with representatives from it.

What will you be doing?

  • Build excellent working relationships with representatives of HMCTS in the Civil, Family and Tribunals business areas.
  • Take a lead role in the initiative to deliver incremental digital solutions specifically in unreformed operational areas while ensuring that all solutions are aligned with reform standards and practices. This will require a good working knowledge of both reform and technical possibilities.
  • Lead investigative work into problems with existing processes, driving the collection of information and creation of recommendations for improvements.
  • Absorb large amounts of conflicting information and use it to produce possible solutions. take them through appropriate governance preparing business cases and cost-benefit analyses, to agree a way forward, consulting all relevant parties.
  • Work closely with the Head of CFT, deputising when required and ensuring that views are consistent and aligned. Provide constructive support but also be prepared to challenge the Head of CFT and contribute to overall strategy, risk management and direction.
  • Have line management responsibility for the BAU team, who provide support for all legacy applications.
  • Leverage data analytics skills to enhance business performance. Understand core technical concepts related to the role and apply them with guidance.
  • Collaborate with users and represent users internally. Understand the difference between user needs and the desires of the user. Prioritise and define approaches to understand the business needs of HMCTS, guiding others in doing so. Offer recommendations on the best tools and methods to be used.

What are we looking for?

  • Will have experience of developing business cases, documenting requirements, challenging proposals and associated costs proposed by suppliers for developments
  • Will have the ability to manage commercial relationships with suppliers, including procurement exercises.
  • Proven experience of leading the delivery of an excellent customer service and proactively looking for innovative ways to improve customer service
  • Experience of working collaboratively with Senior Heads of Departments and multi-disciplinary teams and other stakeholders.
  • Excellent written and spoken communication skills with experience of successfully influencing others, negotiating effectively and winning over audiences with compelling and persuasive arguments and presentations.
  • Strong problem-solving abilities and analytical skills.
  • Either a good technical background with a high level of technical knowledge and experience with and/or a strong business background with an understanding of HMCTS users and the technology used.
  • Ability to leverage data analytics skills to enhance business performance. Understand core technical concepts related to the role and apply them with guidance.

What can we offer you?

  • Agenerous pension scheme on average of up to 27%
  • 25 days leave, plus 8 bank holidays, plus 1 privilege day usually taken around the Queens’ birthday
  • Flexible working; whether it’s working from home or remotely, working part-time, job sharing, or working compressed hours, we have people doing it and are happy to discuss options with you
  • 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 and secure bike parking (subject to availability and location)
  • Season ticket loans, childcare vouchers, and eye-care vouchers.
  • Up to 5 days paid leave per year for voluntary work you may wish to undertake
  • We also currently have employee-run networks for colleagues of minority ethnic origin, employees with disabilities, those with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees with which you will eligible to join

We are passionate about career development and in order to help support this, we offer a number of training and development platforms that employees will have access to. Working with your manager, you will be given the support and time required to complete agreed courses, as part of your personal development plan.

  • Pluralsight – Over 7000 video training courses created by over 1400 subject-matter experts, covering a wide range of software development related skills.
  • Microsoft Enterprise Skills Initiative – a range of Azure focused courses that can lead to Microsoft Certification.
  • Civil Service Learning – a wide variety of online training to help support your role as a Civil Servant.

We welcome and encourage applications from everyone, including groups currently underrepresented in our workforce and pride ourselves as being an employer of choice. To find out more about how we champion diversity and inclusion in the workplace, visit:

Further details can be found in the downloadable Job Description

Additional Information


  • A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
  • Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
  • For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on GOV.UK or Childcare Choices. You can determine your eligibility at
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

1- To Shared Service Connected Ltd (0845 241 5358 (Monday to Friday 8am – 6pm) or e mail;

2- To Ministry of Justice Resourcing (;

3- To the Civil Service Commission (details available here)

The Civil Service embraces diversity and promotes equal opportunities. As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.

You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the SSCL Recruitment Enquiries Team.

Working Arrangements & Further Information

Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on ‘modernised’ terms in their current post or onto ‘unmodernised’ MoJ terms if they are on ‘unmodernised’ terms at their current post. Details will be available if an offer is made.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices.


The MoJ offers a range of benefits:

The pay structure is being consulted upon and therefore the pay advertised/offered may change depending on the outcome of the consultation.  If you have any concerns, please check what the situation is before accepting any offer. 

Annual Leave

Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.

There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.


The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.


The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.


The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.

Grading Structure Review

The Ministry of Justice is currently undergoing a review of posts which are currently graded at Band A to realign our grading structure with the majority of the wider Civil Service.

Posts advertised at Band A may be graded at either Grade 6 or Grade 7 once the review has taken place.