- Location
- Chorley, Lancashire, United Kingdom · published
- Type
- Full-time
- Department
- Customer Service
- Seniority
- Manager
- Source
- Workable
Description
This is a new role, created to give our Service Desk a clear technical leader. As Technical Support Manager, you will be the desk’s senior technical authority and own its technical capability, people and performance - leading the Service Desk Team Manager and a team of 9 Service Desk Analysts.
Our customers are UK community pharmacies, including national pharmacy groups with contractual SLAs, who rely on Positive Solutions software, hardware and connectivity every day. You will build a team of confident, capable analysts who resolve more first time, grow their skills through a structured pathway, and deliver a consistently strong service - while owning the tools the desk runs on, including Halo, telephony and AI.
ABOUT POSITIVE SOLUTIONS LIMITED:
Positive Solutions has been delivering healthcare technology to pharmacies across the UK since 1993 and has more recently expanded into care homes. Headquartered in Chorley, Lancashire, the company provides a suite of interoperable applications that streamline pharmacy and care home operations, improve patient engagement, and deliver business intelligence insights. Its solutions serve everyone from single-site independents to corporate groups and national pharmacy estates, helping them automate workflows, save time and improve the patient experience.
ABOUT TAG SOFTWARE GROUP:
TAG Software Group is a team of experienced investors and operators dedicated to acquiring, enhancing, and growing mission-critical software companies serving SMB, enterprise, and public sector customers.
Founded as part of a permanent home for software companies, we don’t buy to sell. Our focus is on long-term partnerships that protect your legacy, employees, and customers.
Our in-house team delivers an efficient, transparent, and seller-friendly process, ensuring speed and certainty of close. Once part of TAG, your company gains access to proven best practices, dedicated value-creation resources, and the extended ecosystem of our sister companies – helping your business reach the next level.
KEY RESPONSIBILITIES:
- Lead the Service Desk, line-managing the Service Desk Team Manager and, through them, a team of 9 Service Desk Analysts.
- Delegate day-to-day control of queues, rotas and attendance to the Team Manager, while remaining accountable for team performance and development.
- Hold regular one-to-ones, set objectives and manage performance.
- Act as the desk’s senior technical authority - working the most complex cases hands-on and setting the diagnostic approach for the team.
- Maintain deep, current knowledge of PSL’s desktop applications (including Analyst PMR, Head Office and Order Manager), their databases and integrations, and the pharmacy environments they run in.
- Set and enforce standards for diagnosis, ticket quality and escalation evidence, and run weekly case reviews and coaching using real incidents.
- Lead major technical incidents on the desk until the right resolver team takes ownership.
- Deliver response and resolution SLAs, including contractual SLAs for enterprise pharmacy groups.
- Use Halo, telephony and escalation data to identify demand drivers and capability gaps, and report monthly on performance, capability and improvement progress.
- Own Service Desk change management, chair the Change Advisory Board (CAB), and sign off support readiness before any material release, new product or new service goes live.
- Own knowledge quality and known-error records, making sure every repeatable resolution becomes a diagnostic guide, known error or automation candidate.
- Act as Service Desk business owner for Halo PSA and 3CX telephony - workflows, queues, SLAs, call routing, templates and reporting.
- Identify, pilot and embed AI tools that improve knowledge search, ticket triage, summarisation and quality, within the company’s AI governance and data-protection controls.
- Work with Platform Support on automation and integrations, including NinjaOne.
- Within your first 90 days, introduce a formal competence framework for the team - assessing every analyst, setting individual development plans, protecting learning time and building a clear career pathway from first line into Platform Support.