23589 - DSO Training and Support Manager (Midlands Region)
| Company: | Ministry of Justice |
|---|---|
| Salary: | £35,335 to £42,859 a year |
| Hours: | Full-time |
| Location: | National, NP10 8FZ |
| Working pattern: | Hybrid - 2 days remote |
| Job type: | Permanent |
| Posting date: | 23 Oct 2026 |
| Closing date: | 9 Nov 2026 |
Summary
HM Courts and Tribunals Service
Job Title: DSO Training and Support Manager (Midlands Region)
Grade: HEO
Directorate: Digital Technology Services (DTS)
Location: National
Contract Type: Permanent
Working Pattern: Full-time/Flexible Working
This is a full-time position only due to the nature of the role.
Successful applicants will be expected to be office based 3 days per week in any HMCTS Office (subject to business availability).
Level of Clearance: To apply for this role, you will be required to successfully complete Security Clearance (SC) level as a condition of appointment. To meet these requirements, you will normally need to have been resident in the UK for at least:
SC - 5 years
For further information please click here
Introduction
HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family courts and tribunals in England and Wales. Our roles support our service users and colleagues, where people and businesses access potentially life-changing justice. We’re looking for individuals who are committed to public service and want to make a difference in people’s lives in delivering justice. If you’re interested in developing a career with a real purpose, please apply.
Job Description:
This role sits within DTS Live Operations and plays a key role in supporting HMCTS to deliver modern, user‑centred digital services. As Digital Support Officer (DSO) Training and Support Manager, you will contribute to improving digital capability across the organisation, helping to enable intuitive systems and support simplified access to justice.
You will be responsible for delivering face to face learning and supporting the development of the DSO community through the design, delivery and continuous improvement of learning packages. Working closely with the Head of the DSO Team, you will ensure training materials remain up to date and aligned with business needs, while also representing DSO interests, managing projects and collaborating with stakeholders across DTS, HMCTS, Justice Digital, suppliers and wider stakeholder groups.
In addition, you will support the onboarding of new products and services, act as a central point of contact and trusted advisor for DSOs, Line Managers and Leadership Teams, providing guidance on digital and IT matters nationally. You will also contribute to wider team objectives through collaboration and ongoing support to ensure a consistent and effective national DSO service. You’ll additionally provide cover for HEO colleagues within the team as required.
Key Responsibilities:
Your role as DSO Training and Support Manager will encompass several key aspects including but not limited to:
Producing and analysing regional performance reports, using continuous improvement methodologies to drive service improvements
Preparing high-quality briefings and communications for DSOs and key stakeholders
Ensuring DSO line managers adhere to HR policies, providing support where required
Identifying, designing, and supporting the delivery of national and refresher training programmes for DSOs
Demonstrating resilience and professionalism when managing challenging situations, including conflict resolution
Acting as a single point of contact for DSOs, responding to requests for information and support
Effectively triaging and prioritising requests from multiple stakeholder groups, providing constructive challenge where appropriate
Identifying and escalating issues or technical/operational risks to the relevant teams or service boards to ensure timely resolution and appropriate governance
Working collaboratively with the DSO Coordination Team to ensure effective recruitment, training, and ongoing support for DSOs
Identifying and escalating risks relating to regional coverage, ensuring gaps are clearly communicated and addressed
Supporting and promoting recruitment campaigns to increase vacancy fill rates and improve regional coverage
Providing in-person and/or online one-to-one or group training to DSOs and Line Managers
Identifying and leading on key initiatives/projects to improve the overall DSO service
Supporting the Head of the National Digital Support Officers by representing them at meetings, coordinating consultation activities, and contributing to the development of briefing papers
Providing a secretariat function where required, ensuring effective coordination, documentation, and follow-up of actions.
Accountability:
Reporting to the Deputy Head of the team SEO manager.
Demonstrating personal accountability for decisions and actions, ensuring they are informed by an understanding of wider organisational impact and/or strategic priorities.
Key interactions will be with:
DTS/Justice Digital Product Managers
DTS/Justice Digital Service Desks
DTS Major Incident Management Teams
DTS Service Continuity and Assurance Team
DTS Regional IT, RCJIT and National Service Support Teams
Operational Management Teams/Heads of RSU/Digital Voice of the Customer
DTS/Justice Digital Business Relationship Managers
DTS Demand Team
DTS Tooling Team
National Digital Support Officers
DTS Live Operations Teams
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