At a Glance
- Tasks: Lead a dynamic Service Desk team to deliver exceptional IT support and service excellence.
- Company: Join the UK's largest online pharmacy, committed to patient care and colleague experience.
- Benefits: Enjoy competitive pay, flexible working, health perks, and career development opportunities.
- Other info: Be part of a fun, friendly workplace with regular social events and community initiatives.
- Why this job: Make a real impact in digital healthcare while fostering a positive, customer-focused culture.
- Qualifications: Experience in leading service desk teams and strong troubleshooting skills required.
The predicted salary is between 35000 - 42000 £ per year.
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.
Why you’ll love working with us
We believe great people deserve great support. That’s why we offer a benefits package designed to look after your health, finances, career and life outside work.
- 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
What you’ll be doing?
- 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 requests
- 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
Who are we looking for?
- 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 Management tooling
- A ITIL v4 Foundation is desirable
- Applicants must prove they have the right to live in the UK.
- All successful applicants will be required to undergo a DBS check.
Service Desk Manager in Leeds employer: Pharmacy2U Ltd
Pharmacy2U Ltd is an exceptional employer located in Leeds, offering a dynamic work environment that prioritises patient safety and team collaboration. With competitive pay, private healthcare, and a robust pension scheme, employees are supported in their professional growth while contributing to high-quality care. The company fosters a culture of teamwork and continuous improvement, making it an ideal place for those seeking meaningful and rewarding employment in the healthcare sector.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pharmacy2U Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Pharmacy2U Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Manager in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Pharmacy2U Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Pharmacy2U Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Pharmacy2U Ltd!
How to prepare for a job interview at Pharmacy2U Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
