IT Service Desk Lead

United Kingdom – Newcastle Upon Tyne

Reporting to: Head of Digital Workspace

Remuneration: £40,000.00 per annum

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

Location: Patient Support Centre, Newcastle upon Tyne

Closing Date for applications: Thursday 4th June 2026*

(We reserve the right to close this advertisement early should we receive a high volume of applications.)

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 adults 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 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 Lead is responsible for overseeing the day-to-day operations of the IT Service Desk, ensuring the effective management of incidents and service requests, delivery of exceptional customer service, and compliance with agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).

This is a hands-on leadership role, providing operational guidance and technical support to Service Desk Analysts while acting as a key escalation point for complex and business-critical issues. The post holder will play a pivotal role in enhancing the technology experience for colleagues and patients, championing customer-focused support and driving continual service improvement across the Service Desk function.

The successful candidate will lead by example, promoting best practice, collaboration, accountability, and high standards of service delivery within a fast-paced healthcare technology environment.

As our IT Service Desk Lead you will:

· Lead the day-to-day operation of the IT Service Desk, ensuring excellent customer service and achievement of SLAs and operational targets.

· Provide hands-on leadership, guidance, coaching, and mentoring to Service Desk Analysts within a fast-paced healthcare environment.

· Act as the primary escalation point for complex, high-priority, and major incidents, coordinating resolution activities and stakeholder communications.

· Monitor and manage incident, request, and ticket queues to ensure timely resolution and high-quality support delivery.

· Drive continual service improvement initiatives, including automation, shift-left practices, self-service, and reduction of recurring incidents.

· Track, analyse, and report on Service Desk KPIs such as SLA performance, First Contact Resolution (FCR), backlog, MTTR, and customer satisfaction.

· Maintain and enhance the IT Service Desk Knowledge Base, ensuring documentation is accurate, accessible, and supports first-time resolution.

· Collaborate with internal Technology teams, third-party suppliers, and business stakeholders to improve service performance and user experience.

· Support change, release, and early-life support activities, ensuring the Service Desk is prepared for new technologies and deployments.

· Ensure compliance with IT governance, security, asset management, and organisational policies while promoting a positive, customer-focused team culture.

To succeed as our IT Service Desk Lead, you will have:

· Proven experience in IT Service Desk or End User Support, including team leadership responsibilities.

· Strong background in ticket, incident, request, problem, and escalation management.

· Experience working to SLAs, OLAs, and KPIs, including reporting and performance analysis.

· Skilled in managing major incidents and coordinating internal teams and third-party suppliers.

· Experience coaching, mentoring, and developing Service Desk Analysts.

· Proven ability to drive continuous improvement and enhance service quality.

· Strong technical knowledge of ITSM platforms such as ServiceNow, Fresh service, or Jira Service Management.

· Good understanding of Microsoft 365, Windows, Active Directory / Entra ID, endpoint management, and collaboration tools.

· Excellent leadership, communication, troubleshooting, and stakeholder management skills.

· Organised, proactive, and customer-focused, with the ability to prioritise workloads and manage escalations under pressure.

Desirable Qualifications, Skills and Experience:

· Experience working in healthcare, NHS, or other highly regulated environments.

· TIL Foundation certified or higher.

· Skilled in enterprise ITSM platforms, including ServiceNow administration/configuration.

· Strong knowledge of change, release, and problem management processes.

· Experience supporting Microsoft Intune, endpoint security, and device management solutions.

· Good understanding of cyber security best practices, access controls, and compliance standards.

· Experienced in trend analysis, service improvement planning, and management reporting.

· Involved in audits, governance reviews, and asset reconciliation activities.

· Delivered executive/white-glove IT support with a strong customer service focus.

· Experience with automation, self-service tools, workflows, scripting, and technology rollouts/projects.

Psychiatry UK: Supporting You

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.

At Psychiatry UK, we care about what matters to you.

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 at People@psychiatry-uk.com to discuss any adjustments that would support you.

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.