Global Service Desk Lead | ITIL‑Driven Team Mentor

Rotork; England; On-site; GBP 60,000 - 90,000; Full time

Job summary

Rotork is seeking a Lead Service Desk Analyst to guide a high-performing IT support team across a global organisation. You will act as the senior UK-based escalation point, combining hands-on technical expertise with strong leadership to ensure best-in-class service aligned to ITIL standards and SLAs.

You'll mentor analysts, coordinate daily activities, manage ticket flow to meet SLAs, and drive continuous improvement using ServiceNow and performance reporting.

Qualifications

• Proven experience in a Service Desk or IT support leadership role.
• Hands-on technical troubleshooting with leadership responsibilities.
• Knowledge of ITIL frameworks and service management best practices.
• Experience with performance reporting and metrics.
• Strong communication and stakeholder management skills.

Responsibilities

• Lead, mentor, and support a team of Service Desk Analysts, acting as the senior escalation point for complex issues
• Support the day-to-day coordination of Service Desk activities, ensuring smooth delivery aligned with ITIL 4 best practices.
• Support workload coordination, prioritisation, and ticket flow to help the team meet SLAs
• Drive a culture of accountability, collaboration, and customer-focused support
• Work closely with the Global Service Desk Manager to support consistent standards, tools, and performance expectations.
• Use ServiceNow and reporting insights to identify operational improvement opportunities and support better day-to-day service delivery.
• Identify trends and contribute to continuous improvement, automation, and knowledge-sharing initiatives.

Skills

Service Desk leadership

ITIL knowledge

Stakeholder management

Performance reporting

Team development

Hands-on troubleshooting

Tools

ServiceNow

Job description

Rotork is seeking a Lead Service Desk Analyst to guide a high-performing IT support team across a global organisation. You will act as the senior UK-based escalation point, combining hands-on technical expertise with strong leadership to ensure best-in-class service aligned to ITIL standards and SLAs.

You'll mentor analysts, coordinate daily activities, manage ticket flow to meet SLAs, and drive continuous improvement using ServiceNow and performance reporting.