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 ..... full job details .....