At a Glance
- Tasks: Lead and develop a dynamic Service Desk team to enhance technical support.
- Company: Join Positive Solutions, a trusted provider of healthcare technology since 1993.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Shape the future of our Service Desk and build a capable team from scratch.
- Why this job: Make a real difference in healthcare by supporting pharmacies and care homes.
- Qualifications: 5+ years in technical support and service desk management required.
The predicted salary is between 33750 - 41250 £ per year.
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.
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.
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.
Requirements:
- At least 5 years’ experience supporting complex desktop applications and their associated environments - Windows client and server, SQL databases, integrations, networking and peripherals.
- At least 3 years’ experience managing a service desk (not only a technical or project team), including managing a team leader or supervisor and running queues, rotas and SLA performance day to day.
- A track record of measurably improving service desk performance.
- Proven delivery of a formal, structured learning and development plan with measurable results, such as competence frameworks, assessed sign-off or certification pathways.
- Hands-on technical background across WAN, LAN, end-user hardware and business applications, with structured troubleshooting across configuration, logs, databases, integrations and endpoints.
- Experience owning and configuring a PSA or ITSM platform and contact-centre telephony, including workflows, SLAs and reporting.
- Good, practical experience using AI tools in support work, with sound judgement on customer data.
- Working knowledge of incident, problem, change and knowledge management.
- Confident using service desk and telephony data to find demand drivers and capability gaps.
- Experience supporting customers who depend on their systems to run their business.
- Credible with engineers, constructive in challenging poor technical practice, with clear written and verbal communication.
- Able to work hybrid from our Chorley office.
ADDITIONAL REQUIREMENTS (DESIRABLE):
- Halo PSA, 3CX or NinjaOne experience.
- HSCN or other NHS connectivity.
- ITIL 4 Foundation or higher.
- SQL and scripting skills.
- Pharmacy, healthcare or other regulated-sector experience.
- A coaching or training qualification.
- Experience leading a desk through a restructure or capability reset.
Benefits:
- A newly created role –the chance to shape the Service Desk and build a highly capable team from the ground up.
- Hybrid working –a balance of collaboration at our Chorley office and working from home.
- Meaningful work –your support helps pharmacies and care homes across the UK deliver better care to patients and residents.
- Stability and growth –an established business supporting customers since 1993, now expanding into new markets.
- Learning and development –hands-on exposure to healthcare technology, in a business investing in its Service Desk and its people.
- A supportive team –a collaborative environment where your ideas for improving service are heard and valued.
Technical Support Manager in Chorley employer: Valsoft Corporation
At Valsoft, we pride ourselves on being an exceptional employer that fosters a dynamic and entrepreneurial work culture. As an M&A Intern, you will not only gain hands-on experience in the exciting field of mergers and acquisitions but also benefit from mentorship by seasoned professionals and opportunities for international travel. Our commitment to employee growth and inclusivity ensures that your innovative ideas are valued, making this a truly rewarding place to kickstart your career.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Manager in Chorley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Valsoft Corporation. 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 Valsoft Corporation 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 Technical Support Manager in Chorley
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 Valsoft Corporation:Your cover letter is your chance to shine! Tell us why you want to work at Valsoft Corporation 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 Valsoft Corporation!
How to prepare for a job interview at Valsoft Corporation
✨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.
