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: 28 days holiday, healthcare access, hybrid working, and personal development opportunities.
- Other info: Work in a dynamic environment with a commitment to equality and inclusivity.
- Why this job: Transform IT support while supporting a meaningful cause that impacts lives daily.
- Qualifications: Experience in leading IT support teams and strong communication 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.
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 in Northampton employer: Motor Neurone Disease Association
At MND Association, we pride ourselves on being an exceptional employer that values collaboration, innovation, and personal growth. As a Technology Service Desk Lead, you will not only lead a dedicated team but also have the opportunity to make a meaningful impact in a mission-driven environment, supported by a culture of inclusivity and continuous improvement. With generous benefits such as enhanced holiday entitlement, access to healthcare, and opportunities for professional development, we ensure our employees thrive both personally and professionally while contributing to a vital cause.
Contact Detail:
Motor Neurone Disease Association Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Technology Service Desk Lead in Northampton
✨Tip Number 1
Get your networking game on! Reach out to folks in the industry, especially those who work at MND Association or similar organisations. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview like it’s a big match day! Research the company, understand their mission, and think about how your experience aligns with their goals. We want to see you shine and show them why you're the perfect fit!
✨Tip Number 3
Show off your problem-solving skills during interviews. Be ready to discuss specific examples where you've identified trends or improved service quality. We love hearing about real-life scenarios that demonstrate your analytical mindset!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we’re all about making the process as smooth as possible for you.
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 role of Technology Service Desk Lead. Highlight your experience in leading IT support teams and any specific achievements that showcase your ability to improve service quality and team performance.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about transforming service desk operations and how your skills align with our mission at MND Association. Be sure to mention your analytical mindset and experience with ITSM tools.
Showcase Your Communication Skills:Since this role involves explaining technical concepts to non-technical audiences, make sure to demonstrate your communication skills in your application. Use clear, concise language and provide examples of how you've successfully engaged stakeholders in the past.
Apply Through Our Website:We encourage you to apply through our website for a seamless application process. This way, we can ensure your application gets the attention it deserves and you can easily keep track of your progress!
How to prepare for a job interview at Motor Neurone Disease 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 speak confidently about these will show that you're ready to lead the team effectively.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led and developed IT support 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 improve service delivery. Bring examples of how you've reduced ticket volume or resolved recurring issues. This shows that you have an analytical mindset and can drive evidence-based improvements.
✨Communicate Clearly
Practice explaining technical concepts in simple terms, as you'll need to engage with non-technical stakeholders. Think of scenarios where you've had to bridge the gap between tech and non-tech audiences. Clear communication is key to ensuring everyone is on the same page.
