Service Desk Manager

Pharmacy2U | Certified B Corp

Leeds

Hybrid

GBP 45,000 - 65,000

Full time

14 days+

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Benefits offered by this job

Pension

Private healthcare

Cycle to Work

Employee discounts

Job summary

Pharmacy2U | Certified B Corp in Leeds is seeking a Service Desk Manager to lead the IT service desk, shape SLA delivery and drive continuous improvement.

You will coach a high-performing team, manage incidents, and work with stakeholders across the business to ensure world-class support for colleagues.

This hybrid role offers a core-hours pattern, 09:30-16:00, and extensive benefits including pension, private health care and CPD opportunities.

Qualifications

Experience leading a service desk team, ideally up to 3rd line support.
Experience in a fast-paced organisation.
Strong communication and relationship management skills.
Strong troubleshooting and complex solving skills.
Experience with Jira Service Management tooling.
ITIL v4 Foundation certification is desirable.

Responsibilities

Proactively ensuring high stats across the Service Desk.
Establishing and maintaining SLAs within the desk.
Continuously seeking data-backed improvements within the team.
Provide development, support and guidance of the Service Desk team.
Manage service incidents and incident processes with problem/incident management.
Support hiring requirements for additional team members within the Service Desk.
Coach and mentor the IT Service team for future career progression.
Monitor incidents and ensure tickets are addressed without SLA breaches.
Collaborate with the Service Transition team to onboard new projects efficiently.

Skills

Leadership

Communication

Troubleshooting

Problem solving

Experience with service desk

Education

ITIL v4 Foundation

Tools

Jira Service Management

Job description

Role: Service Desk Manager

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.

Location

We operate a hybrid schedule, meaning 3-4 days a week in the office based at Thorpe Park, Leeds.

Job description

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.

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 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

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

Why you'll love working with us

Financial security & rewards