This is a key role as the lead based in our global headquarters to ensure End User Compute (EUC) and Infrastructure operations continue smoothly through comprehensive support to end users. With a global rollout of our new D365 system underway alongside a new DevOps model being introduced, it’s an exciting time to join Rotork.

The Opportunity

Reporting to the Global Service Delivery Manager, this role is the senior figure in a team of 11 which is mainly based in the United States of America.

In this position you will be responsible for overseeing the service desk ticket system, ensuring processes and best practice are followed, executed correctly and improved. Playing a key role in 24/7 global IT support will be critical whilst following triage processes to resolve issues. You will also act as a point of escalation to other team members and contribute to the major incident management cover rota and major incidents.

The ideal candidate will be a systematic thinker whilst considering wider implications of actions, be adaptable with strong judgement skills and be able to communicate and manage stakeholders at all levels.

Experience Requirements:

• Proven experience collaborating within an IT support function and considering the bigger picture
• Solid experience leading solves with incidents, requests and changes within infrastructure and EUC
• Robust technical knowledge of service desk tools and IT systems/ applications

The Successful Candidate will be:

• Able to communicate and manage stakeholders at all levels
• Adaptable with strong judgement skills
• A systematic thinker whilst considering wider implications of actions