IT Support Manager

Overview

At McLaren Racing, we’re not just here to try to take the chequered flag. We’re here to excite our fans, inspire our people and deliver for our partners. And we’re also committed to evolving our sport, our industry, and our technology, too.

Purpose of the Role

To lead and manage the IT Support team, ensuring the delivery of high-quality technical support and customer service to internal users. The role is responsible for maintaining service levels, driving continuous improvement, and aligning support operations with business needs and IT strategy. This position is crucial in ensuring the smooth operation of IT systems, contributing to the overall performance and success of the team.

Role Dimensions

• Scope: Covers all aspects of end-user support, including hardware, software, network, and application troubleshooting across multiple locations.
• Key Interfaces: Internal users, IT leadership, third-party vendors, and other technical teams.
• Collaboration and Communication: Work closely with other departments, such as commercial, technical and operations, to understand their IT needs and provide solutions. Effective communication and collaboration are essential to ensure the team\\\’s success.
• Innovation and Improvement: Continuously seek out new technologies and methods to improve IT operations. The Manager will strive to enhance the team\\\’s performance through innovative solutions and proactive problem-solving.

Principal Accountabilities

• Lead, coach, and develop the IT Support team to deliver exceptional service.
• Manage day-to-day operations of the IT Service Desk, ensuring timely resolution of incidents and service requests.
• Monitor and report on performance metrics (e.g., SLAs, KPIs, customer satisfaction).
• Develop and maintain support documentation, knowledge base articles, and standard operating procedures.
• Drive continuous improvement initiatives to enhance service delivery and user experience.
• Collaborate with other IT teams to ensure seamless escalation and resolution of complex issues.
• Manage vendor relationships and ensure third-party support aligns with service expectations.
• Ensure compliance with IT policies, procedures, and security standards.
• Participate in IT projects, providing input on support requirements and transition planning.
• Act as a point of escalation for high-impact or sensitive support issues.

Knowledge, Skills and Experience

• Proven experience in managing IT support or service desk functions in a medium to large organization.
• Strong technical background in desktop support, networking, and enterprise applications.
• Strong understanding of ITIL framework and service management principles.
• Experience with service desk tools (e.g., ServiceNow, Jira, Freshservice).
• Excellent troubleshooting and problem-solving skills.
• Strong understanding of customer service principles and user-centric support.
• Experience in managing remote teams and supporting hybrid working environments.
• Ability to analyse data and produce meaningful reports to inform decision-making.

Personal Attributes

• Strong verbal and written communication skills.
• Ability to build and maintain relationships with peers, and stakeholders.
• Ability to remain calm and efficient under pressure.
• Good at problem solving and being organised in an enterprise environment.
• Ability to absorb complex technical information and communicate effectively at all levels to both technical and non-technical audiences.
• Strong leadership and people management skills.
• Calm under pressure with a proactive and solution-oriented mindset.
• Highly organized with attention to detail.
• Empathetic and user-focused, with a commitment to delivering high-quality support.
• Adaptable and open to change in a fast-paced environment.
• Collaborative and able to build strong relationships across teams and departments.

What can McLaren offer?

We constantly strive to be better tomorrow than we are today. Our ambition is to be the most pioneering and exhilarating racing team in the world, and our collective task is to set the standards for high performance in sport. We show up every day with energy and enthusiasm, ready to play our part.

We encourage and support diversity, equity and inclusion. We will actively promote a culture that values difference and eliminates discrimination in our workplace.

McLaren Racing is based at the iconic McLaren Technology Centre (MTC) near Woking. Here at McLaren, we offer hybrid working with 3 days a week based in the MTC.

Our state of the art, sustainable campus offers many facilities including a gym, restaurant and indoor and outdoor break-out areas, as well as direct access to park and common land. The MTC is connected to Woking mainline station via regular shuttle buses, from which London Waterloo is a 30 minute train ride.

We offer a comprehensive package of benefits including private healthcare, car schemes, life insurance and generous pension contributions.