Service Desk Manager

ParentPay

Service Desk Manager responsible for leading operations and performance management of the Service Desk. Ensuring high-quality customer support and driving continuous improvement across teams.

Posted 7/22/2026full-timeCoventry • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading Service Desk operations, focusing on SLA adherence, performance management, and omni-channel service delivery. Strong analytical and communication skills support effective stakeholder management and continuous improvement initiatives.

Highest-signal resume keywords

Service Desk Operations LeadershipSLA/KPI DeliveryServiceNow ExperienceCustomer Experience ManagementITIL Best Practices

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance ManagementCase Resolution EfficiencyBacklog ManagementOmni-Channel Support ModelGovernance and Reporting

Soft Skills

Analytical SkillsCommunication SkillsStakeholder ManagementCustomer-CentricityContinuous Improvement

Tools & Technologies

ServiceNow8x8PennyAI-Enabled Support PlatformsTelephony Systems

Industry Keywords

Customer Support OperationsService ManagementOperational PerformanceCSAT TargetsITIL

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account ParentPay Website LinkedIn All Job Openings 201 - 500 employees Founded 2002 💳 Fintech 📚 Education 🤝 B2B 💰 Private Equity Round on 2020-12 Fintech
Education
B2B ParentPay is a digital payment platform tailored for schools that streamlines payment processes for parents and guardians. It offers various services including cashless payments for meals, school trips, and clubs, as well as tools for school administration such as meal management and parental engagement. Founded to enhance communication and financial reporting within the education sector, ParentPay now supports over 11k schools and 4 million parents in the UK. Service Desk Manager Job not on LinkedIn 🔥 2 hours ago 🏢🏡 Coventry – Hybrid ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager 🇬🇧 UK Skilled Worker Visa Sponsor Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
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. 🎯 Requirements
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 Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Find jobs using your resume Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs