IT Service Desk Manager

Psychiatry Uk; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading provider of digital psychiatry services is searching for an IT Service Desk Manager to lead and optimise their service desk function, ensuring high-quality IT support aligned with organisational goals. This role requires expertise in ITIL best practices and Jira Service Management, with responsibilities including overseeing service desk operations, managing incidents, and developing a high-performing team. The position is home-based but requires occasional travel. Benefits include various wellbeing perks and a supportive work environment.

Benefits

Health Cash Plan

Well Hub Subscription

Employee Assistance Programme

Annual Volunteering Day

Enhanced Sickness and Family Leave pay

Length of Service Bonus

Work from Home allowance

Pension options

Qualifications

• Atlassian JSM Certified with extensive experience in JSM tooling.
• ITIL 4 Certified with skills 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.

Responsibilities

• Lead and optimise end-to-end service desk operations.
• Establish, monitor, and report on KPIs and SLAs.
• Act as escalation point for major incidents.
• Recruit, onboard, mentor, and develop a high-performing service desk team.
• Manage customer and stakeholder escalations.

Skills

Atlassian JSM expertise

ITIL best practices

Incident management

Leadership skills

Communication skills

Tools

Microsoft M365

Atlassian Jira Service Management

Job description

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.

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

• 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.

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 you 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.

About Psychiatry UK

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

Benefits

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