Remote IT Service Desk Leader | ITIL & JSM Expert

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

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.