Description
Service Desk Operations
Lead the daily operation of the Facilities Service Desk, ensuring appropriate cover and service continuity for McLaren Automotive and McLaren Racing.
Ensure all facilities requests and incidents across MTC and off-site locations (Woking, Bicester, Leamington and Nuneaton) are accurately logged, prioritised and tracked through the Concept Management system.
Monitor workload, response times and service levels to ensure agreed SLAs are consistently met.
Act as the escalation point for urgent, complex or high-impact facilities issues affecting any supported site.
People Leadership
Line manage Facilities Service Desk Coordinators, providing day-to-day leadership, coaching and support.
Manage performance through regular one-to-ones, objectives and development plans.
Support rota planning, absence management and training requirements to ensure multi-site coverage.
Foster a customer-focused, professional and collaborative team culture aligned to McLaren values.
Stakeholder & Client Engagement
Act as the primary point of contact between site users, Facilities teams and external service providers supporting McLaren Automotive and McLaren Racing.
Maintain strong working relationships across MTC and off-site facilities.
Ensure consistent service standards and a premium, brand-aligned customer experience across all locations.
Communicate service updates, resolutions and potential impacts clearly to key stakeholders.
Systems, Reporting & Continuous Improvement
Ensure data accuracy, quality and consistency within Concept / Service Desk systems across all sites.
Produce regular performance reports covering demand trends, response times and recurring issues for MTC and off-site facilities.
Identify opportunities for service improvement, efficiency and standardisation across the estate.
Support continuous improvement initiatives, system changes and service enhancements.
Health, Safety & Compliance
Support compliance with McLaren health, safety, environmental and site-specific requirements across all supported locations.
Ensure Facilities Service Desk activities support safe systems of work and permit processes where applicable.
Escalate health and safety concerns appropriately and actively promote a strong safety culture.
What You'll Bring
Essential
Experience supervising or leading a facilities, helpdesk or service desk function.
Strong customer service orientation within a fast-paced, operational or corporate environment.
Excellent communication and interpersonal skills with the ability to engage multiple stakeholders.
Experience using Concept, Service Desk or work order management systems.
Ability to manage priorities, escalations and service delivery across multiple sites.
Confident people management and leadership capability.
Desirable
Experience supporting multi-site operations or complex estates.
Knowledge of Facilities Management across soft and hard services.
Understanding of SLAs, KPIs and performance reporting.
Facilities or health & safety qualification (e.g. IOSH, NEBOSH, IWFM).
Competencies & Behaviours
Customer-focused with a service-led mindset.
Calm, professional and resilient under pressure.
Highly organised with strong attention to detail.
Collaborative and credible with stakeholders at all levels.
Continuous improvement mindset consistent with McLaren values.
What We'll Do for You
We offer a wide-ranging benefits package, which includes:
Structured career development framework
25 days' holiday, plus bank holiday. Annual buy & sell up to five days
Enhanced company pension scheme
Discretionary annual bonus award
Private medical insurance and health cash plan
Life assurance benefit
Ability to apply for a sabbatical of up to one year after only two years' service
Benefits you can adapt to your lifestyle, such as discounted shopping
Generous parental leave policies
A range of wellbeing initiatives, such as employee assistance programme and free financial & mortgage advice