At a Glance
- Tasks: Lead the Help Desk team to provide top-notch tech support for colleagues.
- Company: Join Mencap, a leading voice for learning disabilities in the UK.
- Benefits: Enjoy 32 days of paid holiday, discounts, health plans, and more!
- Other info: Be part of a diverse team that values inclusion and personal growth.
- Why this job: Make a real difference while empowering others with technology.
- Qualifications: Experience in tech support and strong communication skills are key.
The predicted salary is between 26228 - 26228 £ per year.
Mencap is the leading voice of learning disability in the UK, supporting people with a learning disability to live the life they choose. Through our services, campaigning and community engagement, we help create a society that is inclusive, accessible and fair for everyone. We are passionate about empowering people, driving positive change and creating opportunities for both the people we support and our colleagues.
Digital, Data & Technology (DDaT) enables Mencap to deliver safe, reliable and effective services for people with a learning disability. Colleagues across the organisation rely on digital technology to access systems, communicate with each other and support the delivery of services. The Help Desk Squad provides frontline technology support to colleagues across Mencap. The team acts as the primary point of contact for technology issues and service requests and plays a critical role in ensuring colleagues receive reliable and responsive digital support.
Regular onsite presence is expected in either the London or Peterborough office to support team leadership, stakeholder engagement and effective oversight of Help Desk operations. The role may also require ad-hoc travel to other Mencap locations to support service delivery and engage with colleagues where necessary.
In this role, you will lead the Help Desk function, ensuring it delivers a high-quality, responsive and reliable support service to colleagues across the organisation, while creating a positive experience for every user interacting with Digital, Data & Technology. You will be responsible for ensuring that strong operational foundations are in place, maintaining clear procedures, up-to-date support documentation and effective knowledge management practices that enable the team to work consistently and confidently. Working closely with product, project and engineering teams, you will ensure new systems, platform changes and service improvements are fully operationally ready before they go live.
A key part of your role will be driving service performance and embedding best practice through ITIL-aligned processes, including incident management, service request fulfilment and service level management. You will work in partnership with the Head of Technology Operations and Service Management to maintain stable services and ensure that issues affecting colleagues are addressed quickly and effectively. You will also play a critical role in identifying recurring issues and trends, ensuring these are escalated to engineering and delivery teams to support long-term fixes and continuous service improvement. By capturing and using operational insight from the Help Desk, you will help shape improvements across Digital, Data & Technology.
Above all, you will create and sustain a professional, supportive and responsive team culture, empowering your team to deliver excellent frontline support and ensuring colleagues across the organisation feel confident and well-supported in their use of digital technology.
Do you have the skills and experience?
- Experience managing or leading a technology support or service desk function within a complex organisation.
- Help Desk service performance, including service levels, user experience and operational stability.
- Experience using operational reporting and trend analysis to support continual service improvement.
- Strong understanding of IT service management practices including incident management, service request fulfilment and service level management.
- Accountable for measurable service outcomes including First Contact Resolution (FCR), Mean Time to Resolve (MTTR), service request fulfilment and user satisfaction.
- Operational processes, support procedures, knowledge documentation and service improvement opportunities.
- Experience supporting organisational change and transition into service activities.
- Experience working collaboratively with engineering, delivery and governance teams.
- Experience working within service management frameworks such as ITIL.
- Strong communication skills with the ability to support colleagues effectively and manage stakeholder expectations during incidents.
- Strong organisational skills and the ability to manage competing operational priorities.
- A commitment to Mencap’s values and a desire to support the organisation’s mission to improve the lives of people with a learning disability.
This role will close on the 25th August, Interviews will be conducted w/c 7th and 14th of September.
Here at Mencap, we offer an impressive range of benefits designed to support and reward our employees to ensure that our teams feel valued and appreciated. Our benefits package offers 32 days of paid holiday (including bank holidays, pro rata), along with a range of perks such as discounts at leading high-street retailers, access to health cash plans, interest-free loans, and many more exciting offerings.
About Mencap: Our vision is for the UK to be the best place in the world for people with a learning disability to live happy and healthy lives. We're here to support people with a learning disability, their families and their carers. We fight for a kinder, fairer and more inclusive society for people with a learning disability to live in. At Mencap, everyone works with people with a learning disability either providing support or advice, or alongside one another as colleagues. Belonging at Mencap is for everyone, every day, everywhere. Everyone is expected to treat people well and make Mencap an inclusive organisation. Every day we grow and learn. It’s okay to make mistakes but we learn from them and make changes. Everywhere people will feel respected, valued, and safe to be themselves. We have Belonging network groups that meet online and are open to all colleagues. The groups include people who identify as Black and Asian, LGBTQIA+, disabled or with a long-term health condition, women, parents and carers, and their allies. We want to encourage everyone to apply to work at Mencap and we offer a variety of different contract types and working patterns. We’re not looking for specific experience. It is your personality and values that will make you a great colleague. We will train and develop you to succeed in the role you’re applying for.
£26,228 per annum, pro-rata + Excellent Benefits
Help Desk - Squad Lead employer: Royal Mencap Society
Mencap is an exceptional employer that prioritises the well-being and growth of its Support Workers in the beautiful locations of Penzance, Marazion, and Hayle. With a strong commitment to diversity and inclusion, Mencap offers flexible rotas, competitive salaries, and unique benefits such as enhanced payments for sleep-ins, ensuring that employees can balance their personal lives while making a meaningful impact in the community. Join a supportive team where your compassion and dedication will be valued and rewarded.
StudySmarter Expert Advice🤫
We think this is how you could land Help Desk - Squad Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Royal Mencap Society. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Royal Mencap Society before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Help Desk - Squad Lead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Royal Mencap Society:Your cover letter is your chance to shine! Tell us why you want to work at Royal Mencap Society specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Royal Mencap Society!
How to prepare for a job interview at Royal Mencap Society
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
