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Job Description
Join us as a Lead Service Desk Analyst, where you’ll take the reins of a high-performing support team delivering exceptional IT service across a global organisation. Acting as the senior UK-based escalation point, you’ll combine hands-on technical expertise with strong leadership to keep operations running smoothly, drive performance, and champion 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
- Oversee day-to-day Service Desk operations, ensuring smooth delivery aligned with ITIL 4 best practices
- Manage workloads, prioritisation, and ticket flow to meet and exceed SLAs
- Drive a culture of accountability, collaboration, and customer-focused support
- Partner with the Global Service Delivery Manager to align on standards, tools, and performance
- Use ServiceNow and reporting insights to optimise processes and improve service delivery
- Identify trends and implement continuous improvements, automation, and knowledge-sharing initiatives
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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 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
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Additional Information
Rotork is the market-leading global flow control and instrumentation company, helping our customers manage the flow of 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.
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