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 managements toolsets (ServiceNow, 8x8 & Penny) to manage demand, calls answered efficiently, optimise workflows and ensure cases are progressed effectively through to resolution.

Lead and manage a team of Service Desk Analysts to deliver high-quality support aligned to SLAs and KPIs
Drive efficient case resolution and ownership, ensuring all cases are progressed through to completion
Utilise service management tools to monitor performance, manage queues and provide insight into service delivery
Champion engagement across the function
Deliver a seamless omni channel support experience across phone, email and digital channels
Monitor and manage team queues, prioritisation and workload distribution
Conduct call listening and case reviews to drive quality and excellent customer experience
Act as an escalation point for complex, high-impact or sensitive customer issues
Ensure consistent, high-quality communication with customers across all channels
Foster a culture of accountability, challenging the norm, focussing on continuous improvement, and customer focus

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.

Omni-Channel & Toolset Optimisation

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.

Quality & 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.

People Management & Development

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.

Queue & Workload Management

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.

Collaboration & Escalation

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.

Problem Management & Continuous Improvement

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.

Skills, Knowledge and Expertise

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.

Skills & Experience

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.

Key Measures of Success

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.

Service Desk Team Leader