IT Service Desk Manager

Psychiatry UK; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading mental health service provider in the UK seeks an IT Service Desk Manager to lead the service desk operations and enhance service quality. This remote role requires proven leadership skills and extensive experience in ITIL and Atlassian JSM. You will be responsible for developing a high-performing team, managing customer escalations, and ensuring compliance with data security standards. Enjoy a comprehensive benefits package designed to support your well-being, including a work-from-home allowance and enhanced leave options.

Benefits

Health Cash Plan

Well Hub Subscription

Employee Assistance Programme

Annual Volunteering Day

Enhanced Sickness Pay

Family Leave Pay

Length of Service Bonus

Work from Home allowance

Pension options

Qualifications

• Strong leadership capabilities to inspire and develop high-performing teams.
• Excellent communication skills to convey information and build relationships.
• Proven experience managing complex IT service desk environments.

Responsibilities

• Lead service desk operations and process improvements.
• Monitor KPIs and drive performance enhancements.
• Manage escalations and ensure compliance with IT policies.

Skills

Atlassian JSM Certification

ITIL 4 Certification

Incident Management Expertise

Microsoft M365 Expertise

Stakeholder Management

Job description

IT Service Desk Manager

United Kingdom (Remote)

Remuneration: £65,000- plus £1000 working from home allowance

Contract Type: Permanent / Full time - 40hours per week

Location: Home-based/various UK meeting locations as required

Closing Date for applications: Monday 5th January 2026*

About Us

Psychiatry UK is the UK’s leading provider of digital psychiatry services, working both privately and with the NHS to support children, teenagers and with expert, patient‑centred care.

A career with Psychiatry UK allows you to expand your knowledge, enhance your skills, and gain valuable life experience—all while enjoying the flexibility of a remote full‑time role. As part of a leading online mental health service, you'll collaborate with innovative, forward‑thinking professionals in a dynamic, multidisciplinary team committed to making a real difference.

The IT Service Desk Manager will lead, develop, and optimise the Psychiatry UK service desk function to deliver consistently high‑quality IT support and an excellent customer experience aligned with organisational goals. This role blends strategic leadership with hands‑on operational management, requiring strong expertise in ITIL‑aligned service delivery, Atlassian Jira Service Management, and Microsoft 365 platforms. You will oversee service performance in a complex technical environment, mentor and empower your team, and champion a culture of continuous improvement, efficiency, and service excellence.

This is a home‑based role (applicants must reside in the UK), though occasional travel may be required for face‑to‑face meetings at various locations within the UK.

Key Responsibilities

• Lead and optimise end‑to‑end service desk operations, including workflow design, SOPs, and continuous process improvement
• Establish, monitor, and report on KPIs and SLAs, driving performance improvements
• Act as escalation point for major incidents and oversee post‑incident reviews
• Recruit, onboard, mentor, and develop a high‑performing service desk team, including succession planning
• Manage customer and stakeholder escalations, ensuring alignment with business and IT objectives
• Drive continuous improvement through root cause analysis, automation, and optimisation of tools (including Atlassian JSM)
• Manage service desk vendors, budgets, and resource allocation
• Ensure compliance with IT policies, data security, and regulatory requirements
• Prepare and present service performance reports for senior leadership

Qualifications

To succeed as our IT Service Desk Manager, you will demonstrate strong leadership capabilities, with the ability to inspire, motivate, and develop teams to achieve high performance. You will possess excellent communication skills, enabling them to clearly convey information, manage expectations, and build effective working relationships at all levels of the organisation. In addition, you will have proven stakeholder management skills, confidently engaging with technical and non‑technical stakeholders to influence outcomes, address concerns, and ensure services are aligned with business priorities.

Essential Qualifications, Skills and Experience

• Atlassian JSM Certified with extensive experience in JSM tooling.
• ITIL 4 Certified and skilled in ITIL best practices.
• Major Incident Manager Certified with proven incident management expertise.
• Strong experience managing complex IT service desk environments.
• Expertise in Microsoft M365 platform.

Benefits

We want you to enjoy your work while feeling healthy, happy, and appreciated. That’s why we’ve created a benefits package designed with you in mind. You’ll have access to a range of wellbeing perks, including a Health Cash Plan, Well Hub Subscription, access to an Employee Assistance Programme, Annual Volunteering Day, Enhanced Sickness and Family Leave pay, Length of Service Bonus, Work from Home allowance and Pension options.

Recruitment Process

At Psychiatry UK, we are committed to creating an inclusive and accessible recruitment process. Our process includes:

• Application
• Profile review
• Screening conversation
• Competency based interview(s)

If at any point you require any reasonable adjustments —such as additional time, assistive technology, or an alternative format for materials—please let us know. We are happy to accommodate your needs to ensure you have a fair and comfortable experience. Please feel free to reach out to us to discuss any adjustments that would support you: [e-mail]

Apply Now

If this opportunity excites you, why not apply today? We review applications as they come in and may close the advert early if we receive a high volume of interest. To ensure you don’t miss out, we encourage you to submit your application as soon as possible.