At a Glance
- Tasks: Lead and mentor a high-performing Service Desk team to deliver exceptional IT support.
- Company: Join a global organisation focused on innovation and collaboration.
- Benefits: Competitive salary, career development, and a dynamic work environment.
- Other info: Fast-paced environment with opportunities for innovation and automation.
- Why this job: Shape global service delivery standards and drive impactful improvements.
- Qualifications: Experience in IT support leadership and strong technical troubleshooting skills.
The predicted salary is between 40000 - 50000 £ per year.
Join us as a Lead Service Desk Analyst, where you’ll 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, 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 Service Now 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 Service Now (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
- #J-18808-Ljbffr
Lead Service Desk Analyst in Bath employer: ROTORK PLC
Rotork plc is an exceptional employer located in the vibrant city of Bath, offering a dynamic work culture that fosters creativity and continuous improvement. Employees benefit from comprehensive professional development opportunities and a collaborative environment that encourages innovation in engineering projects. Join us to be part of a forward-thinking team dedicated to excellence in product development and making a meaningful impact in the industry.
