At a Glance
- Tasks: Lead the Facilities Service Desk, ensuring efficient management of requests and incidents.
- Company: Join McLaren, a leader in automotive innovation and racing excellence.
- Benefits: Enjoy 25 days holiday, private medical insurance, and a structured career development framework.
- Other info: Flexible working environment with opportunities for personal and professional growth.
- Why this job: Be part of a dynamic team delivering high-quality service across multiple locations.
- Qualifications: Experience in facilities management or service desk operations is essential.
The predicted salary is between 40000 - 50000 € per year.
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.
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.
- 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.
- 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.
- 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.
- 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.
- 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).
- 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
Service Desk Team Leader employer: McLaren
McLaren is an exceptional employer, offering a dynamic work environment at the iconic McLaren Technology Centre in Woking. With a strong focus on employee development, competitive benefits including a structured career framework, generous holiday allowance, and a commitment to wellbeing, we foster a collaborative culture that empowers our team members to thrive. Join us to be part of a prestigious brand where your contributions directly impact the success of McLaren Automotive and McLaren Racing.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Team Leader
✨Tip Number 1
Network like a pro! Reach out to your connections in the facilities management field, especially those who might have insights into McLaren. A friendly chat can sometimes lead to opportunities that aren’t even advertised.
✨Tip Number 2
Prepare for the interview by researching McLaren’s values and recent projects. Show us you’re not just another candidate; demonstrate how your experience aligns with their mission and how you can contribute to their success.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. We want to see your personality shine through, so don’t be afraid to share your passion for customer service and facilities management!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows us you’re genuinely interested in the role. Plus, it’s a great chance to reiterate why you’d be a perfect fit.
We think you need these skills to ace Service Desk Team Leader
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Desk Team Leader role. Highlight your experience in managing service desks and leading teams, and don’t forget to mention any relevant systems you’ve used, like Concept.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for McLaren. Talk about your customer-focused mindset and how you can contribute to maintaining high service standards across multiple sites.
Showcase Your Leadership Skills:Since this role involves people management, make sure to highlight your leadership experience. Share examples of how you've successfully led teams, managed performance, and fostered a collaborative culture.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way to ensure your application gets the attention it deserves!
How to prepare for a job interview at McLaren
✨Know Your Stuff
Make sure you understand the ins and outs of facilities management and service desk operations. Brush up on your knowledge of SLAs, KPIs, and the Concept system. Being able to discuss these topics confidently will show that you're serious about the role.
✨Showcase Your Leadership Skills
As a Service Desk Team Leader, you'll need to demonstrate your ability to lead and manage a team. Prepare examples of how you've successfully coached or supported team members in the past, and be ready to discuss your approach to fostering a collaborative team culture.
✨Customer Focus is Key
This role is all about delivering a high-quality service experience. Think of specific instances where you've gone above and beyond for customers or stakeholders. Highlight your customer service orientation and how you handle pressure while maintaining professionalism.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle complex situations. Prepare for scenarios related to urgent facilities issues or managing multiple priorities across different sites. Practising your responses will help you feel more confident during the interview.
