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.
The experience expected from applicants, as well as additional skills and qualifications needed for this job are listed below.
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.
Further information about MND Association and full job description is available in the attached Candidate Pack.
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. xwzovoh We’re here for everyone who needs us. Because with MND, every day matters.