IT Service Desk Manager

Overview

In this role you lead Rotork’s Global Service Desk, driving high-quality IT support and a culture of continuous improvement. You’ll shape service standards, optimize processes, and partner across IT to enhance customer experience and operational efficiency. You’ll own the service desk function, develop talent, and influence the future direction of the support capability. This is a hands-on leadership role focused on transforming service delivery and employee experience at scale.

Responsibilities

• Oversee day-to-day service desk operations to ensure consistent, high-quality IT support
• Lead service improvement initiatives to boost customer satisfaction and efficiency
• Develop and implement IT service management policies and procedures (ITIL-based)
• Produce reports for operational and executive stakeholders highlighting performance
• Collaborate across IT to shape standards, processes, and the evolution of service desk capability
• Coach and develop team members to build a cohesive, high-performing unit
• Advocate for resources and support for the service desk to enable service delivery
• Align service desk activities with organizational goals and end-user technology knowledge
• Promote a culture of continuous improvement and service excellence across the business

Key requirements

• 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-focused reports for stakeholders
• Aptitude in developing and implementing IT service management policies and procedures
• ITIL qualified (foundation at 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

• Strong communication and influencing abilities
• Coaching and leadership to develop talent
• Strategic thinking with a people-centric approach
• ITIL foundation or practitioner
• ServiceNow experience
• IT service management policy development

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