Job TitleService Desk Team LeaderLocationWokingThe 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.* Primary base at the McLaren Technology Centre, Woking.* Role supports facilities operations across **Woking, Bicester, Leamington and Nuneaton**.* Office-based role with regular interaction across the wider estate.* Flexibility may be required to support operational incidents, events or business-critical activities.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**.**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.**Essential****Desirable**---**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.* 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.* 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).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
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