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Service Desk Team Leader

2 weeks ago

London Area, United Kingdom 99185c1c-ad26-4f6e-b21b-6c638599c1d5 Full time £40,000 - £60,000 per year

Company Description

Apotec is a HealthTech innovator transforming digital operations across pharmacy estates through our Apotec CRM platform — a 5th-generation solution designed to streamline workflows, enhance patient engagement, and modernise pharmacy management.

We are seeking an experienced Service Desk Team Leader to lead and develop our growing 1st Line Service Desk team. This is an excellent opportunity for someone who enjoys combining hands-on technical support with leadership, coaching, and process improvement — all within a collaborative, high-growth healthcare technology environment.

Role Description

As the Service Desk Team Leader, you will be responsible for the day-to-day operations of the 1
st
/2nd Line Service Desk, ensuring that all tickets are logged, triaged, and resolved efficiently.

You'll lead a small team of analysts, fostering a culture of accountability, communication, and continuous improvement. Working closely with the Head of Technical Operations and Senior Technical Specialists, you'll play a key role in shaping best practices, improving processes, and ensuring exceptional service delivery for all Apotec customers.

This role is ideal for a technically capable support professional with strong leadership skills, who enjoys mentoring others while remaining hands-on in delivering outstanding support.

Key Responsibilities

  • Lead, mentor, and support the 1
    st
    /2nd Line Service Desk team, ensuring consistent high-quality service delivery.
  • Oversee the daily operation of the Service Desk, managing workloads, priorities, and escalations.
  • Monitor and manage ticket queues to ensure timely response, resolution, and accurate escalation.
  • Maintain strong client communication and ensure full SLA adherence across all support channels.
  • Assist with complex or high-priority technical issues where required, maintaining a balance between leadership and hands-on support.
  • Collaborate with the Head of Technical Operations to ensure resource planning, workload balance, and coverage.
  • Analyse performance metrics to identify patterns, recurring issues, and opportunities for improvement.
  • Drive a culture of continuous improvement, knowledge sharing, and service excellence.
  • Produce regular service performance reports and contribute to operational insights.
  • Ensure the Service Desk follows best practice standards, including ITIL-aligned processes.
  • Support internal training, onboarding, and process documentation initiatives.

Skills & Experience

Essential:

  • Proven experience in a Service Desk or IT Support environment (HealthTech or SaaS experience advantageous).
  • Previous experience in a leadership, mentoring, or senior support role.
  • Excellent communication and customer service skills, with a professional and proactive approach.
  • Strong technical understanding across - Microsoft 365 and Windows OS environments, Asset management and system monitoring, Backup and recovery tools (e.g., Datto, Trend), Networking fundamentals and cloud-based environments
  • Familiarity with ITIL best practices and ticketing systems (e.g., Autotask, ConnectWise, or equivalent).
  • Ability to prioritise effectively, make sound decisions under pressure, and deliver results in a dynamic environment.
  • A collaborative and supportive leadership style with enthusiasm for developing others.

Desirable:

  • ITIL Foundation or Practitioner certification.
  • Experience within a HealthTech or pharmacy technology organisation.
  • Understanding of the UK pharmacy sector and its digital ecosystem.
  • Exposure to AWS or web-based application environments.

Personal Attributes

  • Confident leader who inspires and motivates their team.
  • Customer-focused mindset with a commitment to service quality.
  • Proactive, organised, and calm under pressure.
  • Excellent analytical and problem-solving skills.
  • Passionate about innovation, process improvement, and continuous learning.

What We Offer

  • Competitive salary and benefits package.
  • Flexible working arrangements.
  • 25 days annual leave, plus bank holidays.
  • Opportunity to work with cutting-edge HealthTech solutions within a supportive, growth-oriented environment.

How to Apply

Please send your CV to , using the subject line: "Service Desk Team Leader – Apotec CRM"