Service Desk Supervisor — Hybrid, KPI‑Driven Lead

InPost UK; Hemel Hempstead; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Enhanced Annual Leave

Vitality Health Care

Work from Anywhere

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 and help reduce locker downtime, ensuring parcels move smoothly for customers across the UK.

You will lead a small, close-knit Service Desk, manage tickets, train staff, and build strong relationships with maintenance engineers and internal teams while maintaining high service quality in a fast-paced environment.

Qualifications

• Experience coordinating a service desk or operations team in a fast-moving environment.
• Proven ability to manage multiple priorities with strong customer focus.
• Familiar with ticketing systems and escalation processes.

Responsibilities

• Support the Service Desk Manager to meet KPI and SLA targets and drive continuous improvement.
• Lead onboarding and training for new team members with documented processes.
• Manage tickets: create, update, prioritise, and escalate within SLA timelines.
• Collaborate with stakeholder teams and maintenance engineers to resolve issues.
• Prepare daily uptime and downtime reports for the APM network.

Skills

Organization

People management

Time management

Customer service

Communication

Problem solving

Ticketing systems

Jira / ServiceNow

Tools

Jira

ServiceNow

EAM

Job description

InPost UK is seeking a Service Desk Supervisor to join our Network Health team and help reduce locker downtime, ensuring parcels move smoothly for customers across the UK.

You will lead a small, close-knit Service Desk, manage tickets, train staff, and build strong relationships with maintenance engineers and internal teams while maintaining high service quality in a fast-paced environment.