Technical Support Manager

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.