Service Desk Manager

Role:
Service Desk Manager

Location:

We operate a hybrid schedule, meaning 3-4 days a week in the office based at Thorpe Park, Leeds. Salary: DOE plus extensive benefits Contract type:
Permanent

Employment type:

Full time

Working hours:

We work on a core hours principle. Our core hours are 09:30 - 16:00; you can work around these to suit you! Do you want to work for the nation's largest online pharmacy ensuring excellence for all our patients? We're a market leader in the pharmacy world, with 25 years' experience, helping over 1.8 million patients in England manage their NHS prescriptions from request through to delivery.

We are Great Place to Work certified as we consider colleague experience a top priority every day, and as a certified B Corp we also meet high standards of social and environmental responsibility. Our people are fundamental to our success and ensuring we achieve our vision to be a world leading, patient-centric digital healthcare provider. We are committed to continuing to develop a positive, open and honest working environment for all.

This is an exciting opportunity to lead a critical IT function and make a real impact across the organisation.

As Service Desk Manager, you'll be at the heart of delivering exceptional IT support, leading the day-to-day operation of the Service Desk and ensuring consistently high levels of service. The successful candidate will lead, coach, and develop a high-performing team, driving SLA achievement while creating an outstanding support experience for colleagues across the business. With a focus on service excellence, proactive problem management, and continuous improvement, this role will play a key part in keeping the organisation running smoothly, reducing risk, and fostering a positive, customer-focused culture.

Our tech teams keep us running 24/7 to make sure all our patients get world class service. To support that, this role may include participation in an out-of-hours rota as required by the business. We operate fair scheduling process as well as additional compensation for all on call periods.

• Financial security & rewards
• Competitive contributory pension
• Occupational sick pay
• Long-service awards and refer-a-friend bonuses
• Professional registration fees covered (GPhC, NMC, CIPD and more)
• Cycle to Work and Green Car schemes (subject to eligibility)
• Family-friendly
• Enhanced maternity and paternity pay
• Flexible hybrid working to help balance work and home life
• Health & wellbeing
• Private healthcare insurance at discounted rates (Aviva)
• Employee Assistance Programme and in-house mental health support
• Access to discounted gym memberships via Blue Light Card and benefits schemes
• Regular health and wellbeing initiatives
• Career growth
• Strong commitment to CPD, training and professional development
• Time off & flexibility
• 25 days' annual leave, increasing with service
• Buy and sell holiday scheme
• Everyday perks & exclusive discounts
• Blue Light Card and employee discount platform
• Exclusive discounts at The Springs, Leeds
• 25% off health & beauty purchases
• 25% off Pharmacy2U Private Online Doctor services
• Culture & community
• Regular social events throughout the year

• Proactively making sure stats across the Service Desk remain high
• Working with the Service Operations Manager in establishing and maintaining the SLAs within the desk
• Continually looking for improvements within the team that can be backed by data and reports.
• Provide development, support and guidance of the Service Desk team
• Managing Service incidents and incident processes working with problem/ incident management
• Managing hiring requirements for additional team members within the Service Desk
• Supporting the IT Service team in training, coaching, mentoring and succeeding in the Service roles and future career
• Monitoring Service Desk incidents and ensure they are worked on and communicated to a high degree
• Ensure tickets do not breach SLA's
• Work with Service Transition team to ensure new projects are onboarded efficiently and all knowledge, tooling and processes are captured to enable the service desk to deal with incidents and request
• Adhere to all legal, ethical, professional and company requirements
• Working with key teams across the business (customer service, purchasing, operations & pharmacists - Ensure that the workplace remains fun, relaxed and friendly

• Experience leading a service desk team, ideally up to 3rd line support
• Experience working in a fast-paced organisation
• Experience of working in a pressured environment, delivering against tight deadlines
• Strong communication and relationship management skills
• Strong troubleshooting and complex solving skills
• Experience in Jira Service Man