At a Glance
- Tasks: Lead and develop a team to enhance IT support and drive service improvements.
- Company: Join the MND Association, making a real difference in people's lives.
- Benefits: Enjoy 28 days holiday, healthcare access, and hybrid working options.
- Other info: Be part of a mission-driven organisation committed to equality and inclusivity.
- Why this job: Transform IT support and impact lives while growing your leadership skills.
- Qualifications: Experience in leading IT support teams and strong communication skills required.
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.
About You
- 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.
- Excellent communication and stakeholder engagement skills, with the ability to explain technical concepts clearly to non-technical audiences.
- 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.
- Experience in a charity or not-for-profit organisation, or a demonstrable understanding of mission-driven environments (desirable).
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. We work to remove barriers for everyone affected by MND, employees, volunteers, and stakeholders. As part of the Disability Confident Scheme, we guarantee interviews for disabled applicants who meet the role's requirements.
What We Offer
- 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.
About Us
Motor Neurone Disease moves fast. It takes away time, it takes away independence and it has no cure. Every day we support people affected by MND. We fund ground-breaking research. We campaign for better care. We’re here for everyone who needs us. Because with MND, every day matters.
Technology Service Desk Lead employer: MND Association
At MND Association, we pride ourselves on being an exceptional employer that values collaboration, inclusivity, and professional growth. As a Technology Service Desk Lead, you will not only have the opportunity to lead a dedicated team in enhancing IT support but also contribute to meaningful change in the lives of those affected by motor neurone disease. With a strong commitment to employee well-being, we offer generous holiday allowances, access to comprehensive healthcare, and a supportive hybrid working environment that fosters both personal and professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Technology Service Desk Lead
✨Tip Number 1
Get to know the company inside out! Research MND Association, their mission, and how they operate. This will help you tailor your conversations and show that you're genuinely interested in making a difference.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions and scenarios related to service desk operations. Think about how you would handle specific challenges and be ready to share your success stories.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar!
We think you need these skills to ace Technology Service Desk Lead
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in leading IT Service Desk teams. We want to see how your skills align with our mission to improve service quality and support.
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you've improved operational metrics or reduced ticket volumes in previous roles. We love seeing evidence of your impact!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language to explain your technical knowledge and how it can benefit our team at MND Association.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity to lead our Service Desk!
How to prepare for a job interview at MND Association
✨Know Your Stuff
Make sure you brush up on your knowledge of Service Desk and ITSM tools, especially ManageEngine. Familiarise yourself with the technical aspects of Windows OS, Microsoft 365, Dynamics, and Entra ID. Being able to discuss these confidently will show that you're ready to lead and improve service quality.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led and developed teams in the past. Think about specific instances where you motivated your team or improved performance metrics. This will demonstrate your capability to elevate support quality and drive team excellence.
✨Data is Your Friend
Be ready to discuss how you've used data analysis to identify trends and implement improvements. Bring examples of how you've reduced ticket volume or resolved recurring issues. This analytical mindset is crucial for the role and will impress your interviewers.
✨Communicate Clearly
Practice explaining technical concepts in simple terms. You’ll need to engage with non-technical stakeholders, so being able to communicate effectively is key. Consider role-playing with a friend to refine your ability to convey complex ideas simply and clearly.
