Hermes Parcelnet

Service Desk Team Leader

Town/City Morley
Posted Date 2 weeks ago(06/03/2018 12:43)
Job ID
Number of Positions


Hermes are embarking on a technical revolution unlike anything the company has gone through before, this is as a result of growth and demand from our customers and the fact that technology is forever evolving. We are recruiting for a Service Desk Team Lead to join our recently in-sourced Service Desk. 


To tell you a little more about us, we are the UK’s leading consumer delivery specialist handing over 270 million parcels last year. We have a 15% growth year on year for the last 5 years, a result of our 2,500 hardworking and committed people.

We give you the freedom to be innovative and change is welcomed with a vision in mind to continually grow and improve our business which in turn will make our customer’s experience the best it has ever been.


Here at Hermes, you will be working in a fast paced, Agile yet down to earth environment with people who care about your development and have a real passion for the latest technology.


Role Overview:


We are looking for someone to develop, lead, and motivate a team of dedicated on-site Service Desk and Technical Support professionals to deliver high quality end user support with outstanding customer service in-line with Ricoh contractual and commercial objectives. The working hours will be 7am-7pm Monday-Friday and individual shift patterns will be discussed at interview stage.


  • Lead and motivate the Service Desk team to ensure a high level of service is delivered to the Hermes end user environment.
  • Define and document the Service Desk Rota system to ensure the required resourcing requirements are met and in place (24hr coverage with outsourced assistance).
  • Implement, document and review procedures and processes to maintain and improve the service desk function.
  • Promote, champion and drive the use of ITIL best practices across the Service Desk Team to ensure the delivery of a best practice service desk function
  • Create and Develop a rolling training plan to increase first line resolution and meet set KPI’s
  • Closely work with Incident & Problem Management functions, in order to manage the Service desk against defined service level agreements and improve call resolution times
  • Production and distribution of reports to internal departments and customers
  • Contribute to the design, development and maintenance of the service desk application, to meet Hermes’ needs.
  • Establish service relationships to facilitate effective customer communication.
  • Develop effective working relationships with client, service delivery, project delivery, and 3rd party personnel.
  • Oversee the ‘on-boarding’ of new services provided as part of the continuous improvement of services provided.



  • Exceptional motivational skills, with experience of motivating support teams in a very pressurised environment
  • Excellent interpersonal skills
  • Excellent people management skills
  • Good analytical skills and an ability to define the precise nature of customer requirements, this will include meetings with various levels of management seniority
  • Ability to organize and prioritize work in an effective manner
  • In depth knowledge of Service level agreements or arrangement(s)
  • General knowledge of IT infrastructure environment(s)
  • General knowledge of Third party support agreement(s)


  • Experience of supervising an IT services service desk in an outsourcing environment
  • Experience in technical and leadership roles in a service desk environment supporting desktop, telephony, software, networks.
  • Knowledge of ITIL practices




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