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.
About the Team and Role
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.
What will you do
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.
For more details on what we have to offer, please see the attached document outlining all the fantastic benefits available to you as a member of our team!
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.
