Service Desk Manager

Service Desk Manager

Department: Customer Support

Employment Type: Permanent - Full Time

Location: Coventry, UK

Reporting To: Bhavana Mistry

Description

As the Service Desk Manager, you will be accountable for the end-to-end operational performance of the Service Desk function across ParentPay Group products.

You will lead a multi-layer leadership structure, managing Team Leaders and Service Desk Managers to ensure consistent delivery of high-quality, proactive, efficient customer-focused support across an omni-channel model.

You will drive excellence in SLAperformance, KPI delivery, and individual agent performance, and deliver against the CSAT and omni-channel targets set by the Director of Customer Support Services, using data, insight, and service management toolsets (ServiceNow, 8x8, Penny) to optimise performance and continuously improve service delivery.

This is an operational execution role, sitting below the Director of Customer Support Services in the leadership structure. You will translate the Director's strategy, targets, and service model into consistent, hands-on performance management across all layers of the Service Desk, ensuring accountability and continuous improvement day to day

• Lead Service Desk operations through Team Leaders and Managers, ensuring alignment to KPIs and business objectives
• Drive rigorous performance management across all levels, from leadership to individual agents
• Own and improve SLA adherence, case resolution efficiency, and backlog management
• Deliver against CSAT targets and improvement plans set by the Director of Customer Support Services
• Execute the omni-channel support model set by the Director of Customer Support Services, ensuring seamless and consistent day-to-day delivery
• Leverage service management toolsets (ServiceNow, 8x8, Penny) to drive insight, efficiency, and automation
• Ensure strong governance, reporting, and accountability across operational performance
• Foster a culture of continuous improvement, quality, and customer-centricity

Key Responsibilities

Operational Leadership & Performance Management

• Lead the end-to-end performance of the Service Desk, ensuring delivery against SLAs, KPIs and business objectives.
• Develop and inspire Team Leaders and Managers, driving accountability, consistency and a high-performance culture.

KPI, SLA & Reporting Governance

• Monitor and improve key service metrics, proactively managing risks and driving operational performance.
• Deliver accurate reporting and actionable insights to support informed decision-making.

Customer Experience & CSAT Delivery

• Drive exceptional customer experiences by delivering against CSAT targets and embedding a customer-first culture.
• Use customer feedback and performance data to continuously improve service quality and outcomes.

Omni-Channel Delivery

• Lead the delivery of a seamless omni-channel support operation across phone, email, chat and AI.
• Optimise channel performance to improve efficiency, responsiveness and customer satisfaction.

Service Management Toolsets & Insight

• Maximise the use of ServiceNow, 8x8, Penny and other service management platforms to drive operational excellence.
• Leverage data and automation to identify trends, improve workflows and enhance service performance.

Quality, Governance & Continuous Improvement

• Champion quality assurance through coaching, audits and performance reviews to improve service standards.
• Drive continuous improvement initiatives that increase efficiency, reduce repeat contacts and resolve root causes.

People Leadership & Capability Development

• Lead, coach and develop a high-performing leadership team, fostering engagement and accountability.
• Build leadership capability through consistent performance management, talent development and succession planning.

Collaboration & Stakeholder Management

• Partner with Product, Engineering and business stakeholders to enhance service delivery and customer outcomes.
• Act as the senior operational escalation point, providing clear performance reporting and operational insight to senior leadership.

Skills, Knowledge and Expertise

Mindset & Behaviour

• Highly accountable, data-driven leader with a strong focus on operational excellence and performance.
• Passionate about delivering exceptional customer experiences and continuous service improvement.
• Resilient and adaptable, with the ability to manage competing priorities in a fast-paced environment.
• Collaborative and influential, building strong relationships across teams and stakeholders.

Skills & Experience

• Proven experience leading Service Desk or Customer Support operations, managing multi-layer leadership teams.
• Strong understanding of service management, SLA/KPI delivery, customer experience and operational performance.
• Experience with ServiceNow, telephony and AI-enabled support platforms, with a focus on omni-channel service delivery.
• Excellent analytical, communication and stakeholder management skills, with knowledge of ITIL best practices

Key Measures of Success

• Consistent delivery and improvement of SLA, KPI and customer satisfaction targets.
• High-performing, engaged teams delivering quality service and efficient case resolution.
• Continuous improvements in operational efficiency, service quality and omni-channel performance.
• Effective use of data, reporting and service management tools to drive business and customer outcomes.