Service Desk Manager

7 days ago

Coventry, United Kingdom ParentPay Group Full time
DescriptionThe Service Desk Manager is responsible for overseeing the day-to-day operations of the service desk function, supporting the ParentPay services. This role focuses on managing the Service Desk Team Leaders, and Second Line Analysts ensuring that the service desk delivers high-quality, efficient support to customers, meets service level targets, and drives continuous improvement. The Service Desk Manager will collaborate with cross-functional teams to resolve escalated issues, optimise processes, and contribute to strategic initiatives aimed at enhancing customer satisfaction and operational excellence. 
Key ResponsibilitiesTeam Leadership and Management:

• Lead, mentor, and support a team of Service Desk Team Leaders and Second Line Analysts,
providing guidance, development opportunities, and performance feedback.
• Set clear expectations, goals, and boundaries for Team Leaders so they can manage their teams
independently while aligning with the overall service desk goals.
• Coach Team Leaders on managing people, handling conflicts, and developing their leadership
skills.
• Conduct regular team meetings, ensuring alignment with departmental goals and fostering a
culture of excellence.
• Conduct regular performance reviews with Second Line Analysts and Team Leaders and help them
implement individual performance plans for their team members.
• Oversee the development of training programs and knowledge material to ensure the service desk
team is skilled, informed, and ready to support evolving customer needs.
• Proactively ensure staff are motivated and monitored to identify improvements within the
department.

Operational Management and Service Delivery:

• Responsible for the day-to-day service desk operations, ensuring that incidents, service requests,
and escalations are handled efficiently and to target.
• Monitor and analyse performance metrics (e.g. response times, resolution times, customer
satisfaction scores) to ensure service quality and identify areas for improvement.
• Collaborate with the Head of Service Desks to develop the service strategy, implement service desk
policies, procedures, and best practices that align with organisational goals and industry
standards.
• Act as the primary point of contact for high-impact issues, coordinating resources, engaging with
relevant departments and providing strategic direction to ensure swift resolution.
Customer Focus and Incident Management:
• Maintain a strong customer focus, ensuring the service desk provides exceptional service and
empathetic support to users.
• Being a central member in the major incident and escalation processes, working with the Major
Incident, technical, account teams and others to resolve critical issues and minimise customer
impact.
• Utilising service tools such as, Zendesk, Service Now, telephony and status pages to optimise the
service processes and procedures.
• Ensure internal communication on the service performance and current initiatives are provided to
the relevant stakeholders.
• Responsible with the Head of Service Desks for ensuring reporting of service metrics to the Group
Leadership Team is provided regularly, accurately and clearly, ensuring transparency and
accountability.
• A key member in organising and delivering communication to customers for incidents or key
service messages through channels such as email, in app notification or via the status page.
 
Collaboration and Cross-Departmental Coordination:

• Foster a collaborative environment by liaising with other teams and departments, particularly App
ops, Product and IT to resolve issues and enhance service quality.
• Actively participate in cross-functional projects and meetings to ensure service desk insights are
incorporated into product and service changes.
• Support the development of communication and process documentation to keep the service desk
aligned with company updates and changes.

Continuous Improvement:

• Drive continuous improvement initiatives within the service desk by analyzing data, identifying 
trends, and implementing process enhancements.
• Lead efforts to optimise service desk tools (e.g. Service Now), workflows, and knowledge bases, 
working closely with the Head of Service Desks to evaluate new solutions.
• Contribute to the design and implementation of real-time service board analytics, dashboards, and 
reporting to improve visibility into service performance and customer feedback.
• Stay informed on best practices, emerging technologies, and industry trends to ensure the service 
desk remains competitive and innovative.
Skills, Knowledge and Expertise • Proven experience in a service desk or technical support management role, ideally within a SaaS or technology-driven environment. 
• Strong leadership and team management skills, with experience in resource management, people development, team structure management, employee engagement and developing high performing teams. 
• Ability to measure and improve service and processes within a Helpdesk environment. 
• Excellent analytical skills and experience with service metrics, KPIs, and performance improvement methodologies (ITIL or similar frameworks are advantageous). 
• Ability to manage high-pressure situations and prioritise effectively in a fast-paced environment. 
• Strong customer service mindset with a commitment to improving the customer experience. 
• Proficiency with service management tools, such as Zendesk, Service Now, 8x8 and experience in implementing or optimising these tools. 
• Ideally a knowledge of ParentPay or other group products with the education industry. 
• Service awareness of all the organisation’s key IT services for which support is being provided. 
• Experience using relevant first line tools (ideally Zendesk or ServiceNow) 
• A strong working understanding of GDPR and its implications. 
• Ability to handle meetings – organising, chairing, and documenting meetings and ensuring that actions are followed up. 
• Processes and procedures (incident, change and service asset and configuration management) 
• Strategic thinker with a proactive approach to problem-solving and innovation. 
• Strong interpersonal and communication skills, able to engage effectively with stakeholders at all levels. 
• Passionate about team development and fostering a positive, results-driven work environment.  ParentPay Group brings together eleven brands that drive development in EdTech. As Europe's largest EdTech provider, we help primary and secondary schools streamline their cashless payments, improve their parent engagement, safely manage meals and securely store their data. Fundamentally, we create time for learning.

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