Service Desk Supervisor — Lead UK Network Health & SLA

InPost Ltd.; Hemel Hempstead; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Enhanced Annual Leave

Vitality Health Care

Work from Anywhere – 4 Weeks per year

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 support the day-to-day operation of our Automated Parcel Machine network. You will help reduce locker downtime and keep parcels moving for our customers.

Joining a small, close-knit team, you’ll lead KPI/SLA adherence, drive improvements, manage tickets, and mentor new staff while collaborating with maintenance engineers and internal colleagues.

Qualifications

• Experience using a ticketing system to log tickets and allocate issues.
• People management and training experience is advantageous.
• Ability to manage multiple priorities with strong attention to detail.
• Excellent written and verbal communication for cross-team collaboration.

Responsibilities

• Support the Service Desk Manager to meet KPI and SLA metrics and drive improvements.
• Lead continuous improvement initiatives and update knowledge bases.
• Manage tickets: raise, update, prioritise, escalate within SLA timescales.
• Liaise with stakeholder teams and discuss potential fix outcomes.
• Oversee training/onboarding of Service Desk staff and maintain training docs.
• Regular 1-2-1 catch ups to drive development and performance.
• Build relationships with maintenance engineers and internal teams.
• Prepare and send daily reports and monitor downtime across APM network.
• Respond to queries from other departments and manage expectations.
• Collaborate with Customer Care and Operations to reduce duplicate calls.

Skills

Highly organised

Multi-priority management

Great customer service

Excellent communication

Time management

Problem solving

Take initiative

Ticketing system experience

Tools

JIRA

EAM

ServiceNow

Job description

InPost UK is seeking a Service Desk Supervisor to support the day-to-day operation of our Automated Parcel Machine network. You will help reduce locker downtime and keep parcels moving for our customers.

Joining a small, close-knit team, you’ll lead KPI/SLA adherence, drive improvements, manage tickets, and mentor new staff while collaborating with maintenance engineers and internal colleagues.