Global IT Service Desk Leader - Hybrid Work

Rotork; Bath; Hybrid; GBP 60,000 - 85,000; Full time

Job summary

Rotork is seeking an experienced, people-focused Service Desk Manager to lead our Global Service Desk and deliver outstanding IT support across the business. This role drives improvements, develops teams, and shapes service standards to enhance customer satisfaction and efficiency.

You will oversee day-to-day operations, manage stakeholders, and implement IT service management policies. The position offers a hybrid work model and the chance to impact employee experience globally.

Qualifications

• Proven track record in managing a Service Desk in a technology environment.
• Seasoned in people-management and team building.
• Experience in producing high-quality customer service focussed reports for operational and executive stakeholders.
• Aptitude in developing and implementing IT service management policies and procedures.
• ITIL qualified (foundation as a minimum, preferably practitioner).
• Good knowledge of ServiceNow.
• Successful track record of delivering IT service improvement initiatives.
• An in depth understanding of end user technology, infrastructure, and cyber security.
• The ability to coach and develop the team; build a cohesive team.
• Knowledge and understanding of all relevant industry standards and best practices for service management.
• Strong communication skills, including the ability to be influential and persuasive with stakeholders.
• An ability to market and promote the service desk and to advocate for necessary resources and support for the service desk.
• A good understanding of the organisation’s business.
• The ability to manage time effectively while setting the tone of the team through modelling and leadership.
• Flexible approach to the content and hours of work.

Responsibilities

• Oversee day-to-day service desk operations and ensure high-quality IT support.
• Drive improvements that enhance customer satisfaction and operational efficiency.
• Shape service standards, optimise processes, and support evolving service desk capability.
• Lead improvements, develop talent, and help shape the future direction of the service desk.
• Collaborate with IT colleagues and stakeholders to align service with business needs.

Skills

Service Desk Management

People-management

Stakeholder reporting

IT service management policies

ITIL foundation

End user technology knowledge

Cyber security basics

Leadership and coaching

Time management

Business understanding

Industry standards knowledge

Communication with stakeholders

Resource advocacy for service desk

Hybrid leadership

Tools

ServiceNow

ITSM tooling

Job description

Rotork is seeking an experienced, people-focused Service Desk Manager to lead our Global Service Desk and deliver outstanding IT support across the business. This role drives improvements, develops teams, and shapes service standards to enhance customer satisfaction and efficiency.

You will oversee day-to-day operations, manage stakeholders, and implement IT service management policies. The position offers a hybrid work model and the chance to impact employee experience globally.