IT Service Desk Manager

We're looking for an experienced and people-focused Service Desk Manager to lead our Global Service Desk operation and deliver an exceptional support experience across the business. This is an exciting opportunity for a service leader who is passionate about developing teams, improving service performance, and creating a culture of continuous improvement.

In this role, you'll be responsible for overseeing day-to-day service desk operations, ensuring the consistent delivery of high-quality IT support, and driving improvements that enhance both customer satisfaction and operational efficiency. Working closely with colleagues across IT, you'll help shape service standards, optimise processes, and support the ongoing evolution of our service desk capability.

This is an opportunity to take ownership of a critical IT function, influence how support services are delivered, and make a tangible impact on employee experience across the organisation. You'll be empowered to lead improvements, develop talent, and help shape the future direction of our service desk operation.

Required skills and experience:

• Proven track record in managing a Service Desk in a technology environment
• Seasoned in people-management and team building
• Experience in producing high-quality customer service focussed reports for operational and executive stakeholders.
• Aptitude in developing and implementing IT service management policies and procedures
• ITIL qualified (foundation as a minimum, preferably practitioner)
• Good knowledge of ServiceNow
• Successful track record of delivering IT service improvement initiatives.
• An in depth understanding of end user technology, infrastructure, and cyber security

Required Competencies:

• The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team
• Knowledge and understanding of all relevant industry standards
• Knowledge and understanding of best practices for service management.
• Strong communication skills, including the ability to be influential and persuasive with stakeholders.
• An ability to market and promote the service desk and to advocate for necessary resources and support for the service desk
• A good understanding of the organisation’s business.
• The ability to manage time effectively while setting the tone of the team through modelling and leadership
• Flexible approach to the content and hours of work

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.