Desk manager Work, Jobs in Allesley, Wmd (with Salaries)

Service Desk Manager
ParentPay Group —Coventry
- Full-time
- Hybrid work
- Continuous improvement
- Leadership
- Communication skills
General Manager
Creams Cafe Coventry —Coventry
- £28,000 - £33,000 a year
- Full-time
- Hotel
- Organisational skills
- In-person
- Free parking
- Store discount
Quick apply
Service Desk Manager
wavenet —Shirley
- Full-time
- Team management
- Travel
- Training & development
Quick apply
Compliance Officer - Trees and Landscapes
Beechwood Trees and Landscapes Ltd —Coventry
- £36,420.00 - £41,955.76 a year
- Full-time
- Administrative experience
- Bachelor's degree
- Recruiting
- Free parking
Quick apply
Host / Reception Team Member
Village Hotels - Coventry - Reception / Nights —Coventry
- £8.00 - £12.71 an hour
- Part-time
- Hotel
- Front desk
- Cash handling
- Employee assistance programme
- Employee discount
Quick apply
5d
Airdesk Operations Coordinator
The Air Ambulance Service —Coventry
- £31,629.94 - £31,629.95 a year
- Weekend availability
- Communication skills
- Annual leave
- Employee assistance programme
2d
Head of Corporate Operations
Focus Group —Birmingham
- Up to £80,000 a year
- Full-time
- Hybrid work
- Management
- Customer service
- Travel
Quick apply
Customer Onboarding & Transition Specialist
Focus Group —Birmingham
- £40,000 a year
- Full-time
- Hybrid work
- PMP
- Customer service
- Analysis skills
Quick apply
Construction Manager
PMR Construction (Cov) Limited —Coventry
- £55,000 - £65,000 a year
- Full-time
- Civil engineering
- Management
- IT
- Free parking
Quick apply
12d
Receptionist
Balfour Beatty Vinci —Coventry
- Computer literacy
- Administrative experience
- Travel
- Free parking
4d
Returns Operations Co-ordinator
Haier Europe —Rugby
- Full-time
- Organisational skills
- Warehouse experience
- Employee assistance programme
- Employee discount
8d
Delivery Manager
HM Courts & Tribunal Service —Birmingham
- £30,001 - £40,000 a year
- Part-time
- Hybrid work
- Presentation skills
- Leadership
- Communication skills
- Annual leave
- Employee discount
10d
Finance Manager
ClickThrough Marketing —Lichfield
- £35,000 - £42,000 a year
- Part-time
- Hybrid work
- Contracts
- AI
- Flexible schedule
Quick apply
Operations Support Team
Stadium Traffic Management Ltd —Coventry
- £13.50 an hour
- Weekend availability
- Forklift
- Organisational skills
- Warehouse experience
- Annual leave
- Flexible schedule
Front of House
Praxis Real Estate Management Ltd —Birmingham
- £28,000 - £32,000 a year
- Part-time
- Front desk
- Cleaning
- Employee assistance programme
Quick apply
3d
Sales and Clinic Operations Manager
Urban Body —Solihull
- Up to £40,000 a year
- Weekend availability
- Sales
- Customer service
- English
- Employee discount
- Sick pay
Quick apply
8d
Resident Services Assistant - 12 month fixed-term contract
ourHRpeople —Birmingham
- £28,000 a year
- Full-time
- Computer literacy
- English
- Microsoft Office
- Health & wellbeing programme
- Life insurance
Quick apply
2nd Line Technical Analyst
Xerox —Nuneaton
- Full-time
- Windows
- Analysis skills
- Presentation skills
11d
Desk Based Business Development Manager
Brakes —Tamworth
- £31,711 a year
- Full-time
- Salesforce
- Research
- Business development
- Employee discount
Guest Service Manager
Holiday Inn Leamington Spa —Warwick
- Weekend availability
- Bar
- Casual dining restaurant
- Hotel
- Employee discount
Quick apply
7d

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desk manager jobs near allesley, wmd

Service Desk Manager

ParentPay Group -
Coventry

Apply Now

Job details

Permanent | Full-time

Qualifications

Succession planning
Stakeholder collaboration
Stakeholder liaison
IT service management
Performance management
Quality assurance
Continuous improvement
Continuous improvement cycles oversight
ServiceNow
Management reporting
Customer support
Leadership
Team motivation leadership
Communication skills
Internal quality assurance
Operations leadership experience

Full job description

Description

This is a hybrid role - 4 days/week in the office split across our Coventry and Chelmsford offices.

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

Key Responsibilities

Operational Leadership & Performance Management

Lead the end-to-end performance of the Service Desk, ensuring delivery against SLAs, KPIs and business objectives.
Develop and inspire Team Leaders and Managers, driving accountability, consistency and a high-performance culture.

KPI, SLA & Reporting Governance

Monitor and improve key service metrics, proactively managing risks and driving operational performance.
Deliver accurate reporting and actionable insights to support informed decision-making.

Customer Experience & CSAT Delivery

Drive exceptional customer experiences by delivering against CSAT targets and embedding a customer-first culture.
Use customer feedback and performance data to continuously improve service quality and outcomes.

Omni-Channel Delivery

Lead the delivery of a seamless omni-channel support operation across phone, email, chat and AI.
Optimise channel performance to improve efficiency, responsiveness and customer satisfaction.

Service Management Toolsets & Insight

Maximise the use of ServiceNow, 8x8, Penny and other service management platforms to drive operational excellence.
Leverage data and automation to identify trends, improve workflows and enhance service performance.

Quality, Governance & Continuous Improvement

Champion quality assurance through coaching, audits and performance reviews to improve service standards.
Drive continuous improvement initiatives that increase efficiency, reduce repeat contacts and resolve root causes.

People Leadership & Capability Development

Lead, coach and develop a high-performing leadership team, fostering engagement and accountability.
Build leadership capability through consistent performance management, talent development and succession planning.

Collaboration & Stakeholder Management

Partner with Product, Engineering and business stakeholders to enhance service delivery and customer outcomes.
Act as the senior operational escalation point, providing clear performance reporting and operational insight to senior leadership.

Skills, Knowledge and Expertise

Mindset & Behaviour

Highly accountable, data-driven leader with a strong focus on operational excellence and performance.
Passionate about delivering exceptional customer experiences and continuous service improvement.
Resilient and adaptable, with the ability to manage competing priorities in a fast-paced environment.
Collaborative and influential, building strong relationships across teams and stakeholders.

Skills & Experience

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

Key Measures of Success

Consistent delivery and improvement of SLA, KPI and customer satisfaction targets.
High-performing, engaged teams delivering quality service and efficient case resolution.
Continuous improvements in operational efficiency, service quality and omni-channel performance.
Effective use of data, reporting and service management tools to drive business and customer outcomes.

About ParentPay Group

At ParentPay Group, we believe that when schools run well, students thrive. That’s why we’ve spent decades building the operating system that supports well‑run schools – a seamless layer of tools, insights, and support that makes school life simpler for teachers, leaders, caterers, parents, and students alike.

From cashless payments and parent engagement to catering management, library systems, and MIS platforms, we connect the everyday parts of education through simple, secure, and connected tools. What began as a way to make school payments easier has grown into Europe’s leading EdTech group – trusted by over 20,000 schools and 9 million users across the UK and Europe.

Every day, our platforms process millions of payments, messages, and data points, quietly working in the background so schools can shine out front. Together, we’re helping schools save time, cut costs, and create more time for learning.

ParentPay Group is more than a collection of brands. We are a group of people dedicated to supporting well‑run schools and giving time back to teachers, parents, caterers, admin staff – and most importantly, to students.

Apply Now

Refine Your Search

desk manager jobs in allesley, wmd

Service Desk Manager

General Manager

Service Desk Manager

Compliance Officer - Trees and Landscapes

Host / Reception Team Member

Airdesk Operations Coordinator

Head of Corporate Operations

Customer Onboarding & Transition Specialist

Construction Manager

Receptionist

Returns Operations Co-ordinator

Delivery Manager

Finance Manager

Operations Support Team

Front of House

Sales and Clinic Operations Manager

Resident Services Assistant - 12 month fixed-term contract

2nd Line Technical Analyst

Desk Based Business Development Manager

Guest Service Manager

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