Lead Service Desk Analyst in Bath
Rotork Bath About the role
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 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
- 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.
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.
Your tasks
Lead and mentor a high-performing Service Desk team while ensuring top-notch IT support.
Your profile
Experience in IT support leadership and strong technical troubleshooting skills.
What's also included
Competitive salary, growth opportunities, and a collaborative work environment.
Tech stack & ways of working
Lead Service Desk Analyst in Bath employer: Rotork
Rotork in Bath is an exceptional employer that champions innovation and collaboration, making it an ideal place for a Design Manager to thrive. With a competitive salary and comprehensive benefits package, employees are encouraged to grow within a supportive work culture that values creativity and accountability. The opportunity to lead multi-disciplinary teams in delivering cutting-edge products ensures that your contributions will have a meaningful impact on the company's success.
Your perspectives
Shape global service delivery standards and drive innovation in a fast-paced setting.
StudySmarter Expert Advice
Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Rotork values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
Show Off Your Skills
Create a personal project or case study relevant to the challenges Rotork might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Rotork!
Direct Apply to Rotork
Let's not forget to apply directly through the Rotork website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
Some tips for your application 🫡
Showcase Your Problem-Solving Skills
In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Rotork.
Highlight Relevant Certifications
Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter
Your cover letter is your chance to connect personally with us at Rotork. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise
We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Rotork
Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
Locations
- Bath
