Service Desk Manager

ParentPay

Service Desk Manager leading ParentPay Group’s education-payment support operations across phone, email, chat, and AI. Driving SLA, KPI, CSAT, and team-performance improvements from Coventry and Chelmsford offices.

Posted 8/10/2026full-timeChelmsford • 🇬🇧 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. Proven ability to drive customer satisfaction and continuous improvement through data-driven decision-making and stakeholder collaboration.

Highest-signal resume keywords

Service Desk LeadershipSLA/KPI ManagementOmni-Channel Service DeliveryServiceNow ProficiencyITIL Best Practices

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Performance ManagementCase Resolution EfficiencyBacklog ManagementData AnalysisCustomer Experience Optimization

Soft Skills

Analytical SkillsCommunication SkillsStakeholder ManagementAccountabilityPrioritization

Tools & Technologies

ServiceNow8x8PennyAI-Enabled Support PlatformsTelephony Systems

Industry Keywords

Customer Support OperationsGovernanceReportingContinuous ImprovementQuality Management

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 leadership and individual-agent levels
Own and improve SLA adherence, case resolution efficiency, and backlog management
Deliver against CSAT targets and improvement plans
Execute the omni-channel support model across phone, email, chat, and AI
Use ServiceNow, 8x8, Penny, data, insight, and automation to optimise performance and service delivery
Ensure governance, reporting, and accountability across operational performance
Foster continuous improvement, quality, and customer-centricity
Partner with Product, Engineering, and business stakeholders to improve service delivery and customer outcomes
Act as the senior operational escalation point and provide performance reporting to senior leadership

Requirements

What you’ll need

Proven experience leading Service Desk or Customer Support operations and 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
Experience with omni-channel service delivery
Excellent analytical, communication, and stakeholder management skills
Knowledge of ITIL best practices
Highly accountable and data-driven leadership approach
Ability to manage competing priorities in a fast-paced environment

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 minutes ago 🏢🏡 Chelmsford – Hybrid ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager 🇬🇧 UK Skilled Worker Visa Sponsor Apply Now 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 leadership and individual-agent levels
Own and improve SLA adherence, case resolution efficiency, and backlog management
Deliver against CSAT targets and improvement plans
Execute the omni-channel support model across phone, email, chat, and AI
Use ServiceNow, 8x8, Penny, data, insight, and automation to optimise performance and service delivery
Ensure governance, reporting, and accountability across operational performance
Foster continuous improvement, quality, and customer-centricity
Partner with Product, Engineering, and business stakeholders to improve service delivery and customer outcomes
Act as the senior operational escalation point and provide performance reporting to senior leadership 🎯 Requirements
Proven experience leading Service Desk or Customer Support operations and 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
Experience with omni-channel service delivery
Excellent analytical, communication, and stakeholder management skills
Knowledge of ITIL best practices
Highly accountable and data-driven leadership approach
Ability to manage competing priorities in a fast-paced environment 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 Similar Jobs Contracts Manager 🕒 June 18 Teledyne Technologies Incorporated 10,000+ employees 🎖️ Defense 🏭 Manufacturing 🏥 Healthcare Website LinkedIn All Job Openings Contracts Manager with contract negotiation responsibilities in Space Imaging at Teledyne Technologies. Collaborating with international clients to ensure contractual compliance and manage relationships. 🏢🏡 Chelmsford – Hybrid ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager View More Manager Jobs 🌐 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 About us Is Remote Rocketship legit? Privacy policy Terms of service Job board SEO course Remote Job Search MasterClass 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