ParentPay Group
Service Desk Team Leader
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Service Desk Team Leader
Employment Type: Permanent - Full Time
Location: Coventry, UK
Reporting To: Bhavana Mistry
Description
As a Service Desk Team Leader, you will lead, coach, and develop a team of Service Desk Analysts, ensuring the delivery of exceptional support across the ParentPay Group products.
You will be accountable for driving efficient case resolution, ensuring adherence to SLAs and departmental KPIs, and delivering consistently high standards across all customer touchpoints through an omni-channel support model championing our AI agent Penny.
You will take ownership of operational performance across the team, leveraging our service management toolsets (ServiceNow, 8x8 & Penny) to manage demand, calls answered efficiently, optimise workflows, and ensure cases are progressed effectively through to resolution.
Key Responsibilities
- Service & Support Leadership
- Oversee daily Service Desk operations, ensuring effective omni-channel queue management and service delivery.
- Ensure cases are accurately managed, prioritised, and resolved in line with SLAs and agreed service standards.
- Lead on critical escalations and drive team performance against KPIs, including resolution times, backlog, and quality.
- Champion a consistent omni-channel support experience across phone, email, and digital platforms.
- Use service management tools to monitor demand, identify bottlenecks, and optimise workflows.
- Maintain accurate case management and reporting, promoting best practice to improve efficiency and customer experience.
- Conduct call listening, case audits, and quality reviews to maintain high standards of customer interaction.
- Provide coaching and feedback to strengthen communication, technical capability, and customer outcomes.
- Champion a customer-first approach, ensuring consistent service and a focus on quality resolution.
- Lead, coach, and develop team members to maximise performance, capability, and engagement.
- Conduct regular 1:1s, performance reviews, and development planning.
- Support onboarding, identify skills gaps, and deliver targeted coaching and knowledge sharing.
- Proactively manage queues and workloads to maintain timely case resolution and balanced team capacity.
- Monitor demand and adjust resources to minimise backlogs and prevent SLA breaches.
- Ensure effective triaging and prioritisation of cases based on urgency and impact.
- Act as a key escalation point between the Service Desk, Product, and Development teams.
- Coordinate clear and efficient cross-functional communication to support timely issue resolution.
- Identify and escalate recurring or systemic issues to the appropriate teams.
- Identify recurring issues, trends, and process inefficiencies to improve overall service performance.
- Partner with Problem Management to support root cause analysis and implement long-term solutions.
- Drive process improvements that increase efficiency, reduce repeat contacts, and improve first-time fix rates.
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Skills, Knowledge, and Expertise
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- Mindset & Behaviour
- Proactive, accountable, and resilient leader with a strong customer and quality focus.
- Collaborative and supportive, with a coaching-led approach to developing others.
- Continuous improvement mindset with the ability to manage competing priorities effectively.
- Proven Service Desk leadership or senior support experience, with strong knowledge of incident management, SLAs, and service operations.
- Experience managing team performance, queues, and workloads while improving quality, efficiency, and customer experience.
- Working knowledge of ITIL practices, including Incident, Problem, and Service Management.
- Strong communication and stakeholder management skills, with ParentPay product and finance system experience highly desirable.
- Strong SLA performance, improved resolution times, and effective backlog management.
- Consistent, high-quality omni-channel service delivery and improved customer satisfaction.
- Effective use of service management tools to improve operational visibility, efficiency, and performance.
- Improved quality scores alongside strong team engagement, capability, and performance.
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