McLaren

To lead the Facilities Service Desk function providing a professional, responsive and customer-focused service to McLaren Automotive and McLaren Racing across the McLaren Technology Centre and associated off-site locations in Woking, Bicester and Nuneaton.

The role is responsible for the effective day-to-day management of the Facilities Service Desk, ensuring facilities-related requests and incidents are coordinated efficiently through the Concept system, service levels are achieved, and a consistent, high-quality service experience is delivered across all supported sites.

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.

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.