At a Glance
- Tasks: Lead and transform service desk operations while supporting a dynamic team.
- Company: Join MND Association, making a real difference in IT support for those affected by MND.
- Benefits: Enjoy 28 days holiday, healthcare access, and opportunities for personal development.
- Other info: Hybrid working model with a commitment to equality and inclusivity.
- Why this job: Drive service excellence and improve user experience in a collaborative environment.
- Qualifications: Proven leadership in IT support with strong analytical and technical skills.
The predicted salary is between 40000 - 50000 € per year.
We are seeking a collaborative leader ready to transform service desk operations. We're seeking a Service Desk Lead who can elevate support quality, be solution focused and importantly drive team excellence. This is your opportunity to impact how IT support is delivered across MND Association, moving from reactive incident management to intelligent, trend focused service improvement.
Key Responsibilities:
- Lead, develop and support a team of Support Analysts with clear coaching, performance management and professional development to build capability and maintain service excellence.
- Identify trends, patterns and common problems within ticket data to recommend and implement resolutions, reducing ticket volume and preventing recurring issues.
- Own and improve service quality standards, ensuring incidents and requests are resolved efficiently within agreed service levels and that users receive consistent, high-quality support.
- Monitor and report on Service Desk activity and KPIs, using data analysis to drive continuous improvement.
- Configure and optimise Service Desk tools and reporting systems to improve efficiency, visibility and decision-making capability.
- Manage day to day Service Desk operations, including logging, tracking and escalation of incidents and service requests, with clear communication to stakeholders.
- Maintain and develop the Service Desk knowledge base, documentation and IT asset registers to support efficient resolution.
- Collaborate with IT, Digital and Data teams on service improvements, system enhancements and testing to ensure slick user experience across new implementations.
- Deputise for the IT Operations Manager as required and provide support across the wider IT team.
Requirements:
- Proven experience leading IT Service Desk or IT support teams in hybrid environments, with a track record of performance management, staff development and team motivation.
- Proficiency with Service Desk and ITSM tools (particularly ManageEngine) and strong technical knowledge of Windows OS, Microsoft 365, Dynamics and Entra ID.
- Demonstrated success in improving operational metrics, reducing ticket volume and building high performing, engaged teams.
- Analytical mindset with the ability to identify patterns in data, spot root causes and drive evidence-based process improvements.
Hybrid working expectations: office attendance one day per week with requirement to be onsite 2-3 days per week for initial 3 months.
We are committed to equality, diversity, and inclusivity. As part of the Disability Confident Scheme, we guarantee interviews for disabled applicants who meet the role's requirements.
Benefits include:
- 28 days holiday, increasing to 33 days after 5 years, plus Bank Holidays.
- Access to UK Healthcare, including dental, eyecare, health screenings, and therapies.
- 24/7 GP access via phone and video.
- Life assurance and confidential counselling helplines.
- Salary sacrifice schemes (Cycle to Work, Buy/Sell Annual Leave).
- Access to Benefit Hub for discounts on everyday shopping.
- Enhanced pension scheme.
- Opportunities for training and personal development.
- Hybrid working.
Every day we support people affected by MND. We campaign for better care.
Technology Service Desk Lead in Northampton employer: MND Association
MND Association is an exceptional employer that prioritises employee growth and well-being, offering a supportive work culture where collaboration and innovation thrive. With a commitment to equality, diversity, and inclusivity, employees benefit from generous holiday allowances, comprehensive healthcare access, and opportunities for professional development, all while making a meaningful impact in the lives of those affected by MND. The hybrid working model allows for flexibility, ensuring a balanced work-life experience in a role that drives service excellence and operational improvements.
StudySmarter Expert Advice🤫
We think this is how you could land Technology Service Desk Lead in Northampton
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Service Desk Lead role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their service desk operations and think about how you can elevate their support quality. Tailor your examples to show how you can drive team excellence and improve service delivery.
✨Tip Number 3
Show off your analytical skills! Be ready to discuss how you've identified trends and implemented solutions in past roles. Use data to back up your claims and demonstrate how you’ve improved operational metrics and reduced ticket volume.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and engaged with our mission at MND Association.
We think you need these skills to ace Technology Service Desk Lead in Northampton
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the job description. Highlight your experience in leading IT Service Desk teams and any specific tools you've used, like ManageEngine. We want to see how your skills align with our needs!
Showcase Your Leadership Skills:In your application, don’t just list your responsibilities; share examples of how you’ve developed and motivated teams. We’re looking for someone who can elevate support quality, so let us know how you’ve done that in the past.
Data-Driven Approach:Since we value an analytical mindset, include any experiences where you’ve identified trends or improved operational metrics. Show us how you’ve used data to drive service improvements and reduce ticket volume.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and keep track of it. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at MND Association
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around Service Desk and ITSM tools like ManageEngine. Familiarise yourself with Windows OS, Microsoft 365, Dynamics, and Entra ID. Being able to discuss these confidently will show that you're ready to lead the team.
✨Show Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about times when you’ve motivated staff, managed performance, or developed team capabilities. This role is all about elevating support quality, so be ready to share your strategies for building high-performing teams.
✨Data is Your Friend
Since the job involves analysing ticket data to identify trends, come prepared with examples of how you've used data analysis to drive improvements in previous roles. Highlight any specific metrics you've improved and how you achieved those results.
✨Be Ready to Collaborate
This role requires working closely with IT, Digital, and Data teams. Think of examples where you've successfully collaborated across departments to implement service improvements or system enhancements. Show that you can communicate effectively and work towards a common goal.
