Lead Service Desk Analyst

Rotork; Bath; On-site; GBP 45,000 - 70,000; Full time

Job summary

Rotork seeks a Lead Service Desk Analyst to lead a UK-based team within a global IT Service Desk. You will guide complex issue resolution, ensure ITIL-aligned service delivery, and mentor analysts to maintain top service levels. The role focuses on performance, standards, and continuous improvement across the organisation.

Reporting to the Global Service Desk Manager, you’ll leverage ServiceNow and analytics to drive improvements while upholding SLAs and delivering excellent customer experience.

Qualifications

• Proven experience in a Service Desk or IT support leadership role.
• Strong technical troubleshooting skills with a hands-on approach.
• Knowledge of ITIL frameworks and service management best practices.
• Experience leading a team, including performance management and development of direct reports.

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

Technical Troubleshooting

ITIL Knowledge

Stakeholder Management

Performance Reporting

Team Development

Communication

Tools

ServiceNow

Job description

Join us as a Lead Service Desk Analyst,where you’ll play a key role in supporting and guiding ahigh-performing support team delivering exceptional IT service across a global organisation.Reporting to the Global Service Desk Manager and acting as the senior UK-based technical escalation point forglobalday-to-day Service Desk matters, you’ll combine hands-on technical expertise with strong leadership to keep operations running smoothly,support strong operational performance and contribute to continuous improvement—all while ensuring best-in-class service aligned to ITIL standards and SLAs.

What You’ll Do

• 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.

Qualifications

What You’ll Bring

• Proven experience in a Service Desk or IT support leadership role
• Strong technical troubleshooting skills with a hands-on approach
• Knowledge of ITIL frameworks and service management best practices
• Experience leading a team, including performance management and development of direct reports.
• Experience with ServiceNow (or similar tools) and performance reporting
• A passion for continuous improvement, team development, and delivering excellent customer experience
• Strong communication and stakeholder management skills

Why Join Us?

• Be a key player in shaping global service delivery standards
• Work in a collaborative, fast-paced environment with real impact
• Opportunities to drive innovation, automation, and service improvement

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 leadership. It's a great time to join us and make an impact in shaping the future of our business.