Lead Service Desk Analyst

Join us as a Lead Service Desk Analyst where youll play a key role in supporting and guiding a high-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 for global day-to-day Service Desk matters youll combine hands-on technical expertise with strong leadership to keep operations running smoothly support strong operational performance and contribute to continuous improvementall while ensuring best-in-class service aligned to ITIL standards and SLAs. 

What Youll 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 Youll 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 were respected and admired for our people performance and products. Our success flows from our commitment to engineering excellence and thats 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. Its a great time to join us and make an impact in shaping the future of our business.

Remote Work :

No

Employment Type :

Full-time