Service Desk Operations
\nLead the daily operation of the Facilities Service Desk, ensuring appropriate cover and service continuity for McLaren Automotive and McLaren Racing.
\nEnsure 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.
\nMonitor workload, response times and service levels to ensure agreed SLAs are consistently met.
\nAct as the escalation point for urgent, complex or high-impact facilities issues affecting any supported site.
\nPeople Leadership
\nLine manage Facilities Service Desk Coordinators, providing day-to-day leadership, coaching and support.
\nManage performance through regular one-to-ones, objectives and development plans.
\nSupport rota planning, absence management and training requirements to ensure multi-site coverage.
\nFoster a customer-focused, professional and collaborative team culture aligned to McLaren values.
\nStakeholder & Client Engagement
\nAct as the primary point of contact between site users, Facilities teams and external service providers supporting McLaren Automotive and McLaren Racing.
\nMaintain strong working relationships across MTC and off-site facilities.
\nEnsure consistent service standards and a premium, brand-aligned customer experience across all locations.
\nCommunicate service updates, resolutions and potential impacts clearly to key stakeholders.
\nSystems, Reporting & Continuous Improvement
\nEnsure data accuracy, quality and consistency within Concept / Service Desk systems across all sites.
\nProduce regular performance reports covering demand trends, response times and recurring issues for MTC and off-site facilities.
\nIdentify opportunities for service improvement, efficiency and standardisation across the estate.
\nSupport continuous improvement initiatives, system changes and service enhancements.
\nHealth, Safety & Compliance
\nSupport compliance with McLaren health, safety, environmental and site-specific requirements across all supported locations.
\nEnsure Facilities Service Desk activities support safe systems of work and permit processes where applicable.
\nEscalate health and safety concerns appropriately and actively promote a strong safety culture.
\nWhat You'll Bring
\nEssential
\nExperience supervising or leading a facilities, helpdesk or service desk function.
\nStrong customer service orientation within a fast-paced, operational or corporate environment.
\nExcellent communication and interpersonal skills with the ability to engage multiple stakeholders.
\nExperience using Concept, Service Desk or work order management systems.
\nAbility to manage priorities, escalations and service delivery across multiple sites.
\nConfident people management and leadership capability.
\nDesirable
\nExperience supporting multi-site operations or complex estates.
\nKnowledge of Facilities Management across soft and hard services.
\nUnderstanding of SLAs, KPIs and performance reporting.
\nFacilities or health & safety qualification (e.g. IOSH, NEBOSH, IWFM).
\nCompetencies & Behaviours
\nCustomer-focused with a service-led mindset.
\nCalm, professional and resilient under pressure.
\nHighly organised with strong attention to detail.
\nCollaborative and credible with stakeholders at all levels.
\nContinuous improvement mindset consistent with McLaren values.
\nWhat We'll Do for You
\nWe offer a wide-ranging benefits package, which includes:
\nStructured career development framework
\n25 days' holiday, plus bank holiday. Annual buy & sell up to five days
\nEnhanced company pension scheme
\nDiscretionary annual bonus award
\nPrivate medical insurance and health cash plan
\nLife assurance benefit
\nAbility to apply for a sabbatical of up to one year after only two years' service
\nBenefits you can adapt to your lifestyle, such as discounted shopping
\nGenerous parental leave policies
\nA range of wellbeing initiatives, such as employee assistance programme and free financial & mortgage advice
\nXML job scraping automation by YubHub
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