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# Technical Support Manager

- **Company:** Valsoft Corporation
- **Location:** Chorley, United Kingdom (Remote available)
- **Experience:** Experienced
- **Salary:** £34,553
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Software Applications, Business Software, Databases, System Configuration, Customer Data Management, Knowledge Management, SQL Databases, Systems Integration, Scripting, Peripherals, Text Summarization, Windows Client
- **Published:** November 13, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5963459525

## About the Role

* 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.

## Description

* 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.