Client Service Desk Team Leader

We have an exciting opportunity for a Client Service Desk Team Leader to join us at our Head Offices in Leeds.

Why Join our IT Service Team?

As a business, Hermes is driven by our four values of; Do the right thing, Dare to be different, Strive for more and Be customer obsessed. It’s because of these values that we are the UK’s leading consumer delivery service handling over 380 million parcels per year and still growing and our IT teams help to drive that growth.

In this role you’ll be responsible for the efficient and quality focussed running of the IT Client Service Desk that handles in excess of 200 client tickets daily. This function supports all Hermes clients in receiving, tracking and resolving IT incidents that may impact on a client’s ability to route or track parcels.

What You’ll Do:

Ensure effective day to day leadership and coaching of 2 Client Service Desk Agents
When volumes demand take an active role in handling 1st line client calls to log, track and resolve client impacting IT incidents
Take an active role in logging, tracking and, in some cases, completing IT tasks to onboard new Hermes clients
Act as an escalation point for clients in the event that incidents are not progressing, have breached SLA or have a requirement for an enhanced level of care
Perform trend analysis on client raised incidents to proactively identify potential wider problems and engage Incident and Problem Management teams where necessary
Own, maintain and publish scheduled Client Service Desk KPI Reports that demonstrate the value of the function and highlight areas to be addressed through tactical or strategic steps
Take an active role in the future of the Client Service Desk by contributing to the tactical and strategic direction of the function
Work closely with the Client System and Product Team to maintain a balance between the IT Client incidents across the two internal functions
Actively seek opportunities for “shift left” activities from Client System and Product Team to upskill the CSD Team and increase First Time Fix
Represent Client Service Desk in wider IT meetings to promote and demonstrate through statistical evidence the value and benefit that Client Service Desk brings.Essential skills and experience required:

Prior experience of working in an IT Service Desk or Client facing role within a fast paced sizable organisation
Line management experience in dealing with rota’s, holiday management and task management to a high functional level
Ability to balance demand and determine when to manage immediate client requirements and when to focus on Team Leader activities. You’ll be adaptable and willing to pitch in
Demonstrable ability to create new workflows or amend existing ones in response to evolving requirements of the business
Experience in producing and maintaining Service Desk or Customer Service level reporting that clearly demonstrates the effectively running of that function
A real self-starter with the ability to set a clear direction and lead a team to achieve the goalDesirable skills and experience required:

Any experience of using ServiceNow or an equivalent ITSM tool would be great to see
ITIL Foundation Qualifications or desire to undertake an ITIL qualificationWhat we can offer you:

We can offer you a competitive salary, bonus, 26 days annual leave plus bank holidays, 3% contribution into your pension, life assurance and income protection. On top of this, we offer a great range of flexible benefits that aim to provide something for everyone, so whether you want shopping vouchers, insurance or healthcare we’ve got you covered.

This role offers fantastic opportunities for you to climb the career ladder into managerial roles within both the function and wider business. At Hermes, we don’t just accept difference — we celebrate it, we support it, we thrive on it and are proud to be an equal opportunities employer.

Apply Today!

If you are ready to develop your career in an empowering, growing yet supportive business then why not join us? Clicking apply is the first step to ‘Being the Me in Hermes