Job Opportunities API

As the Service Desk Manager, you will be accountable for the end-to-end operational performance of the Service Desk function across ParentPay Group products. You will lead a multi-layer leadership structure, managing Team Leaders and Service Desk Managers to ensure consistent delivery of high-quality, proactive, efficient customer-focused support across an omni-channel model. You will drive excellence in SLA performance, KPI delivery, and individual agent performance, and deliver against the CSAT and omni-channel targets set by the Director of Customer Support Services, using data, insight, and service management toolsets (ServiceNow, 8x8, Penny) to optimise performance and continuously improve service delivery. This is an operational execution role, sitting below the Director of Customer Support Services in the leadership structure. You will translate the Director's strategy, targets, and service model into consistent, hands-on performance management across all layers of the Service Desk, ensuring accountability and continuous improvement day to day 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