{"id":3030505,"url":"https://alion.io/job/rotork-it-service-desk-manager","title":"IT Service Desk Manager","company":{"id":6187,"name":"Rotork","domain":"rotork.com","url":"https://alion.io/company/rotork","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":21,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":33,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bath, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":30000,"max_usd":55000,"period":"year","method":"role_country_seniority_unknown","sample_n":152},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-21T17:45:02Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-11-02T20:25:08Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"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.\nIn 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.\nThis 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.\n Required skills and experience:\nProven track record in managing a Service Desk in a technology environment\nSeasoned in people-management and team building\nExperience in producing high-quality customer service focussed reports for operational and executive stakeholders.\nAptitude in developing and implementing IT service management policies and procedures\nITIL qualified (foundation as a minimum, preferably practitioner)\nGood knowledge of ServiceNow\nSuccessful track record of delivering IT service improvement initiatives.\nAn in depth understanding of end user technology, infrastructure, and cyber security\nRequired Competencies:\nThe ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team\nKnowledge and understanding of all relevant industry standards\nKnowledge and understanding of best practices for service management.\nStrong communication skills, including the ability to be influential and persuasive with stakeholders.\nAn ability to market and promote the service desk and to advocate for necessary resources and support for the service desk\nA good understanding of the organisation’s business.\nThe ability to manage time effectively while setting the tone of the team through modelling and leadership\nFlexible approach to the content and hours of work\n 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.\nOur purpose is Keeping the World Flowing for Future Generations.\nFor 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.\nToday 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.\nRotork is going through an exciting period of change and growth, building on our existing market success. 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