Service Desk Supervisor

InPost Ltd.; Hemel Hempstead; Hybrid; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Enhanced Annual Leave

Vitality Health Care

Work from Anywhere – 4 weeks

Enhanced Parental Leave

Rail Loan

Volunteering Days

Hybrid Working

Bring Your Dog to Work Day

Job summary

InPost UK is seeking a Service Desk Supervisor to join our Network Health team. You’ll help reduce locker downtime, support daily operations of our Automated Parcel Machine network, and work in a small, close-knit team focused on keeping customers delighted and parcels moving.

You’ll lead KPI/SLA compliance, drive continuous improvement, manage tickets, train staff, and build strong cross-team relationships.

Qualifications

• Highly organised and process oriented.
• Proven ability to manage multiple priorities.
• Brilliant customer service skills and approach to issue resolution.
• Excellent written and verbal communication.
• Effective time management with high attention to detail.
• Great critical thinking and problem-solving skills.
• Ability to express initiative and take ownership.
• Experience using a ticketing system to log tickets.

Responsibilities

• Support the Service Desk Manager to meet KPI and SLA metrics.
• Lead continuous improvement initiatives and update processes.
• Manage tickets by raising, updating, prioritising, and escalating within SLA.
• Liaise with stakeholder teams to discuss fix outcomes.
• Manage training and onboarding of Service Desk staff and maintain training docs.
• Regular 1-2-1 catch ups with Help Desk Coordinators.
• Build relationships with maintenance engineers and internal teams.
• Prepare daily reports and monitor downtime.
• Respond to queries from other departments and manage expectations.
• Collaborate with Customer Care to reduce missed visits.
• Regular ticket auditing and QA.
• Provide coverage during Service Desk Manager absence.
• Monitor locker capacity to meet customer demands.
• Not a call centre or IT support role; respond via email and ticketing software.

Skills

Organisation

Priority management

Customer service

Communication

People management

Tools

JIRA

EAM

ServiceNow

Job description

Want to be part of a UK hub, in a global business that is scaling rapidly, evolving fast and radically changing the decades-old delivery universe? If so, read on, as we’re looking for a Service Desk Supervisor to join our Network Health team!

Our mission? To switch up the status quo and become the UK’s leading out-of-home business. With a fast-growing network of thousands of smart lockers, hundreds of leading retail partners and the launch of our transformative Send service, we’re bringing freedom to anyone with a parcel.

At InPost UK, we’re building an unparalleled group of talent that’s committed to help us power our mission to reshape the way parcels move, and redefine eCommerce logistics. Our team is packed full of top-notch experts in e-commerce, technology, scale-up growth, sustainability, logistics and supply chain. We’re a passionate bunch with high ambition – we collaborate, innovate, support each other, and leave egos at the door.

About the role:

As a Service Desk Supervisor at InPost, you will support in the day-to-day operation of our Automated Parcel Machine network. As part of a small, close-knit team you will play an important role in helping us to reduce locker downtime to keep our customers delighted and parcels moving.

What you’ll be doing:

• Supporting the Service Desk Manager to ensure KPI and SLA metrics are met and ensuring continuous improvement of systems and processes. Responsible for SLA compliance across the Service Desk Team

• Lead continuous improvement initiatives, including implementing lessons learned and updating processes or knowledge bases.

• Manage tickets by raising, updating, prioritising, and escalating within SLA lead times, and ensure accurate updates in the ticketing system

• Liaise with stakeholder teams effectively & discuss potential fix outcomes.

• Manage the training/onboarding of existing and new Service Desk team members. Creating and maintain training documentation, providing support and ensuring a “One Path, One Destination” mentality across the team.

• Regular 1-2-1 catch ups with Help Desk Co-Ordinators to manage development, goals tracking and performance expectations.

• Build and maintain strong relationships with maintenance engineers and internal teams including weekly/biweekly reviews.

• Prepare and send out daily reports, including monitoring and managing the short-term downtime list and maintain operational uptime across the APM network.

• Promptly and effectively respond to queries from other departments and manage expectations

• Collaboration with Customer Care and Operations teams to improve process and provide feedback on compliance related issues. Reducing the duplication of calls and ensuring reduction in Missed Visits.

• Regular ticket auditing and process QA to ensure quality and performance is maintained.

• Provide coverage during Service Desk Manager absence including taking responsibility to manage day-to-day operations and escalations.

• Monitor and ensure the capacity of lockers to meet customer demands,

Please note, this is not a call centre or IT support role. You'll predominantly be responding to queries and allocating works via email and our ticketing software.

What we need from you:

• Highly organised and process oriented

• Proven ability to manage multiple priorities

• Brilliant customer service skills and approach to issue resolution

• Excellent written and verbal communication

• Effective time management with high attention to detail

• Great critical thinking and problem-solving skills

• Ability to express initiative and take ownership of tasks

Experience using a ticketing system (e.g. JIRA, EAM, ServiceNow) to log tickets and allocate issues.

People management and training experience will be highly advantageous.

We’re looking for people who are ready for a fast paced environment, get their kicks out of problem solving and can balance getting today's stuff done, whilst building for the future. We’re looking for people with drive and natural curiosity – who want to do things differently. And do them brilliantly.

Perks of the job!:

We love to reward our people for the great work they do:

• Enhanced Annual Leave – 26 Days Plus the Option to Buy Additional Days per year More time for you to relax, explore, and enjoy life.

• Vitality Health Care Stay healthy and happy with our top-notch health coverage.

• Work from Anywhere – 4 Weeks per year Embrace the freedom to work remotely abroad for up to 4 weeks per year, allowing you to explore new horizons while staying connected.

• Enhanced Parental Leave We support you during those precious family moments.

• Rail Loan Commute with ease! Purchase an annual season ticket, expense it through our InPost expenses procedure, and enjoy a more affordable interest free repayment over the year.

• Volunteering Days Take a paid day to make a difference in your community

• Hybrid Working (Role suitability dependent) We innovate, collaborate and optimise by coming together 3 days per week in the office

• Bring Your Dog to Work Day (Every Friday) Make every Friday pawsitively amazing!

The InPost process:

We pride ourselves on our candidate experience. We want to make this as straightforward as possible, for you and for us! We will try our best to get back to you within a few days to let you know if we’d like to take you to the first stage. This normally involves a 20 minute chat with our Talent Team. If we both feel the connection, you’ll then go through another one or two stages, depending on the level of the role.

At InPost, we love uniqueness. Our strength is our people.

We strive to create an open, equal, inclusive environment in which everyone has the opportunity to flourish and be themselves.