At a Glance
- Tasks: Lead and develop a team to enhance IT service desk operations and support quality.
- 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 delivery and drive impactful service improvements.
- Qualifications: Experience in leading IT support teams and strong communication skills required.
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.
What We Offer
- 28 days holiday, increasing to 33 days after 5 years, plus Bank Holidays.
- Access to UK Healthcare, including dental, eye care, 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 (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 benefit from a supportive work culture that prioritises employee well-being with generous holiday allowances, comprehensive healthcare access, and ongoing training opportunities. Join us in making a meaningful impact in the lives of those affected by Motor Neurone Disease while enjoying the flexibility of hybrid working arrangements.
Contact Details:
Motor Neurone Disease (MND) Association Recruitment Team
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
Show off your skills in interviews! Prepare to discuss how you've led teams, improved service quality, and tackled challenges in previous roles. Use specific examples to demonstrate your analytical mindset and ability to drive improvements.
✨Tip Number 3
Research the company culture! Understanding MND Association’s mission and values will help you tailor your responses during interviews. Show that you’re not just a fit for the role, but also for the team and the organisation’s goals.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of our mission to support those affected by MND.
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:Use your cover letter to tell us why you're passionate about transforming service desk operations. Share examples of how you've driven team excellence and improved operational metrics in previous roles.
Showcase Your Analytical Skills:Since we value an analytical mindset, include specific instances where you've identified trends or patterns in data to implement effective solutions. This will demonstrate your ability to drive evidence-based improvements.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Motor Neurone Disease (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 speak confidently about these will show that you're ready to lead and improve service quality.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led IT support teams in the past. Think about specific instances where you motivated your team, managed performance, or developed staff. 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 operational metrics. Bring examples of how you've reduced ticket volume or implemented evidence-based process improvements. This will highlight your analytical mindset and problem-solving skills.
✨Communicate Clearly
Practice explaining technical concepts in simple terms, as you'll need to engage with non-technical stakeholders. Think of ways to convey complex ideas clearly and concisely. This skill is crucial for ensuring users receive consistent, high-quality support.
