Service Desk Team Leader

Department: Service Desk

Employment Type: Permanent - Full Time

Location: Coventry, UK

Reporting To: Bhavana Mistry

Description

• 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

•  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.

Skills, Knowledge and Expertise

•  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.