IT Service Desk Manager

Cadillac F1 Team; Silverstone; On-site; GBP 50,000 - 70,000; Full time

Job summary

An international motorsport team in Silverstone seeks an experienced IT Service Desk Manager to lead a busy service desk. The role focuses on team leadership, performance optimization, and IT support management. The ideal candidate will have a strong background in ITIL principles, exceptional customer service skills, and experience in change management, ideally within motorsport or engineering sectors. Competitive benefits include generous time off and career development opportunities.

Benefits

Industry-leading pension

Generous time off

Career development opportunities

Qualifications

• At least 2 years' experience in running a busy IT helpdesk team.
• Confidence in leading and developing teams.
• Experience with service desk tools to ensure performance.

Responsibilities

• Lead a team of IT service desk technicians.
• Manage resource planning and escalate issues.
• Drive process optimization and automation.

Skills

ITIL understanding

Customer service skills

Windows and M365 knowledge

Leadership abilities

Task automation

Job description

The Cadillac Formula 1 Team is what happens when history, purpose and daring talent come together. Backed by TWG Global and GM, our team is uniquely positioned to disrupt Formula 1, bringing a fresh perspective and an unrelenting drive for success. We have the energy of a start-up, with the ideas and originality of a business that always wants to lead, never wants to follow.

We’re building everything from the ground up, from a high-performance car to an inclusive, values-driven culture. We show bold ambition. We combine leadership in innovation with excellence in execution. We are one team. We have the freedom to think differently, the opportunity to shape process and practice, an ego-free environment where people thrive on being challenged by those around them. A historic name behind us. Career-defining moments ahead.

A New Chapter Begins.

Fueled by bold ambition:
Play your part in getting us on the grid.

We have an opportunity for an experienced IT Service Desk Manager to join the Cadillac Formula 1 Team at the new Silverstone Facility leading a busy service desk within a fast-paced environment.

This is a key leadership role, you and your team are the entry point for the business into the IT department for all IT support related matters. The right person will take charge of daily service desk delivery across multiple clients, driving performance and consistency while managing and developing your team. The role is hands-on, technical, and people-focused — ideal for someone who thrives on variety, leadership, and continual improvement.

• Lead a team of IT service desk technicians to drive best in class IT service, ensuring team members have the best tools and experience to deliver on track performance.

· Managing resource planning, shift coverage, and escalations to other support teams within the business

• Driving process optimisation, automation, and system improvement
• Reporting on key performance metrics including SLA’s
• Creating and maintaining IT Service Desk policies and procedures and ensuring they are adhered to
• Maintain up-to-date documentation of IT assets, configurations and software licenses.
• Budget planning
• Participate in an on-call rotation to provide after-hours support at critical times of the year or for serious incidents.
• Staying updated with technology trends within the End User Compute Space and recommending solutions to improve customer experience and efficiency.

Driven by high performance:
What do you need to bring to the team?

• At least 2 years' experience in running a busy IT helpdesk team, comfortable using service desk tools to drive performance.
• Drive best in class IT Service to ensure that team members and guests have the best tools and experience to deliver on track performance
• Confident leadership and team development skills
• A solid understanding of ITIL and service management principles (ideally ITIL certified).
• Extensive knowledge of Windows and the M365 application suite.
• Experienced in scripting and task automation to aid system administration service improvement initiatives.
• Exceptional customer service and communication ability. (both verbally and digitally)
• Ability to prioritise workloads in a time pressured environment and manage personal deadlines.
• Previous involvement in change management
• Experience within a motorsport, aerospace or engineering company supporting engineering tools is an advantage (MAT, 3DX)

A team like no other.

The Cadillac Formula 1 Team challenges conventions and redefines success through bold ambition, cutting-edge innovation, and an unwavering commitment to precision and excellence—on and off the track. This includes offering industry-leading pension, generous time off and, as part of a global brand, huge potential for career development.

Please be aware that we will be reviewing applicants on a rolling basis and this job posting will close once a suitable candidate is identified. We encourage all interested individuals to submit their application as soon as possible.

As an equal opportunities employer, we are committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy or maternity, race or ethnicity, religion or belief, gender identity or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply.

At Cadillac Formula 1, all Team Members are expected to actively support and uphold our policies and procedures, including those focused on Environmental responsibility, Sustainability initiatives, Inclusion and Health and Safety practices.

Please note that additional security checks may be required as part of the recruitment process. This may include a background check covering a minimum of the past five years and a criminal record check.