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Psychiatry UK Logo Psychiatry UK · IT - Administration

IT Service Desk Lead

United Kingdom, Newcastle upon Tyne Employment contract 40000.00 GBP / Year · Job Posted May 29, 2026
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Job Description

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.

Job Responsibility

  • 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

Requirements

  • 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

Nice to have

  • Experience working in healthcare, NHS, or other highly regulated environments
  • ITIL 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

What we offer

  • 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
  • Pension options
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