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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Manager - **Company:** Pharmacy2U Ltd - **Location:** Leeds, UK - **Salary:** £30,478.0 - **Contract:** Permanent contract - **Skills:** JIRA, Software Troubleshooting - **Published:** July 29, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5818385098 ## About the Role · 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 What happens next? Please click apply and if we think you are a good match, we will be in touch to arrange an interview. Applicants must prove they have the right to live in the UK. All successful applicants will be required to undergo a DBS check. ## Description 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., · 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 ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Humanizing Your Documentation](https://www.wearedevelopers.com/videos/476-humanizing-your-documentation) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [What If We Designed Employee Experience Like a Customer Journey?](https://www.wearedevelopers.com/videos/1824-what-if-we-designed-employee-experience-like-a-customer-journey) - [The AI-Ready Stack: Rethinking the Engineering Org of the Future](https://www.wearedevelopers.com/videos/1706-the-ai-ready-stack-rethinking-the-engineering-org-of-the-future) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Guide for Expats Living in the UK](https://www.wearedevelopers.com/magazine/355-guide-for-expats-living-in-the-uk) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Best Companies to Work For in The UK: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/186-best-companies-to-work-for-in-the-uk-top-25-companies-in-2023)