Technology Service Desk Lead

Motor Neurone Disease Association

Hours
37 hours per week

About the Organisation

Motor Neurone Disease moves fast. It takes away time, independence, and 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.

About the role

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 the MND Association, moving from reactive incident management to intelligent, trend-focused service improvement. The Service Desk Lead is responsible for managing the day-to-day operation of the Technology Service Desk, ensuring the effective delivery of IT support services to staff and volunteers across the Association.

The role will lead the Service Desk team, ensuring incidents and service requests are managed efficiently and that users receive a high level of quality support. The Service Desk Lead will also work closely with other Technology teams to improve services, maintain documentation and knowledge resources, and support the ongoing development of IT systems and processes.

Responsibilities

Service Desk Operations:

• Manage the day-to-day operation of the
• Technology Service Desk, ensuring the effective delivery of IT support services to staff and volunteers across the organisation.
• Ensure incidents and service requests are logged, managed, and resolved within agreed service levels.
• Support Service Desk operations by working alongside Analysts on routine activities, including handling incidents and service requests.
• Act as an escalation for incidents, coordinating resolution with relevant technical teams and suppliers where required.
• Ensure appropriate Service Desk coverage and effective communication with service users regarding incidents, requests, and service updates.

Team Leadership:

• Lead, support, and develop the Service Desk team, providing guidance, coaching, and performance management.
• Foster a culture of collaboration, accountability, and continuous improvement within the team.
• Encourage knowledge sharing and professional development to maintain a high standard of service delivery.

Operational Support:

• Configure and improve the use of the Service
• Desk tools and reporting were appropriate.
• Deputise for the IT Operations Manager when required and provide support across the wider IT team where necessary.

Service Management & Documentation:

• Maintain and develop the Service Desk knowledge base, procedures, and documentation to support efficient incident resolution.
• Maintain IT asset registers and contribute to the upkeep of the IT service catalogue.
• Promote best practice in service management processes and ensure consistent use of Service Desk tools and systems.

Reporting & Performance Monitoring:

• Develop and maintain reporting on the Service
• Desk activity, including key metrics, KPIs, and performance reports.
• Analyse service performance data to identify trends and opportunities to improve service delivery.

Collaboration & Service Improvement:

• Work closely with IT, Digital, and Data teams to ensure effective support and a seamless service experience for users.
• Support the planning, testing, and implementation of new systems, services, and improvements affecting end users.
• Assist the IT Operations Manager and Infrastructure Lead in identifying opportunities to improve IT services and support.

General Responsibilities:

• Undertake other duties appropriate to the role and grade as required.
• Undertake any other task relevant to the job purpose and ensure that all functions performed reflect the Association's mission and core values

Skills, Competencies, Experience & Attributes

Essential Criteria:

• Relevant experience managing IT service and support in a hybrid environment.
• Experience leading and managing an IT support or Service Desk team, including performance management, target setting, staff development, and motivation.
• Experience working within an IT Service Desk or user support environment, providing application and technical support to end users.
• Strong understanding of Service Desk processes, including incident, request, and problem management.
• Experience using Service Desk or IT Service Management (ITSM) tools, ideally Manage Engine.
• Strong communication and organisational skills, with the ability to prioritise workload and explain technical issues clearly to non-technical users.
• Current knowledge and experience of IT products and services, including Windows OS, Microsoft 365, Dynamics, Entra ID, networking, and Service Desk systems.
• Experience contributing to service improvements, process optimisation, and system enhancements.
• Excellent stakeholder engagement, facilitation, and communication skills.
• Ability to work independently and manage multiple priorities.

Compensation & Benefits

• 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 the Benefit Hub for discounts on everyday shopping
• Enhanced pension scheme
• Opportunities for training and personal development

Working locations

• Hybrid model, working in the Northampton office and remotely

How to apply

• Please apply via our website.
• To support an inclusive application process, we are open to receiving alternative applications from candidates who may find it difficult to complete our online form. If you would like to apply via video or audio file, please send your recorded application, ensuring you cover the supporting statement aspect, to [email protected]

Interviews

• Once we have shortlisted, we'll get in touch with all applicants to let you know if you've got to the next stage.

Policies

We are committed to equality, diversity, and inclusivity. We work to remove barriers for everyone affected by MND, including employees, volunteers, and stakeholders. As part of the Disability Confident Scheme, we guarantee interviews for disabled applicants who meet the role's requirements.

The information provided to the MND Association when applying for a vacancy will be treated in full accordance with the General Data Protection Regulation (GDPR). The MND Association is committed to protecting your personal information and being transparent about what information we hold, whether you are a donor, volunteer, shopper, campaigner, or a person living with or affected by MND. For more information, visit Privacy Policy

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