IT Service Desk Manager

Rotork; Bath; Hybride; GBP 60 000 - 85 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

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

Outils

ServiceNow

ITSM tooling

Description du poste

We're looking for an experienced and people-focused Service Desk Manager to lead our Global Service Desk operation and deliver an exceptional support experience across the business. This is an exciting opportunity for a service leader who is passionate about developing teams, improving service performance, and creating a culture of continuous improvement.

In this role, you'll be responsible for overseeing day-to-day service desk operations, ensuring the consistent delivery of high-quality IT support, and driving improvements that enhance both customer satisfaction and operational efficiency. Working closely with colleagues across IT, you'll help shape service standards, optimise processes, and support the ongoing evolution of our service desk capability.

This is an opportunity to take ownership of a critical IT function, influence how support services are delivered, and make a tangible impact on employee experience across the organisation. You'll be empowered to lead improvements, develop talent, and help shape the future direction of our service desk operation.

Qualifications

Required skills and experience:

• 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 build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team
• Knowledge and understanding of all relevant industry standards
• Knowledge and understanding of 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

Additional Information

Rotork is the market-leading global flow control and instrumentation company, helping our customers manage the flow or liquids, gases and powders across many industries worldwide.

Our purpose is Keeping the World Flowing for Future Generations.

For over sixty years, the world has relied on us to create the things that keep everything moving. From oil and gas to water and shipping, pharmaceuticals and food- these are the flows on which our modern world depends.

Today we're respected and admired for our people, performance and products. Our success flows from our commitment to engineering excellence, and that's what we will always pursue, safely and sustainably.

Rotork is going through an exciting period of change and growth, building on our existing market success. It's a great time to join us and make an impact in shaping the future of our business.

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