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.
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.
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