Description
Location: Silverstone, UK
Reporting to: Head of IT Operations
Department: Andretti Cadillac at Andretti Global
Background:
Led by racing legend Michael Andretti, the team fields multiple entries in INDYCAR, INDY NXT, IMSA and Formula E. The global racing enterprise boasts over 250 race wins, four INDYCAR Series championships, five INDY NXT titles, one Indy Pro 2000 and one USF2000 championship, and has captured victory five times at the famed Indianapolis 500-Mile Race. The team is now looking to expand into the pinnacle of motorsport through our Andretti Cadillac Team.
Job description:
We have an opportunity for an experienced IT Service Desk Manager to join the Andretti Cadillac Team at the new Silverstone Facility. In this role you will be responsible for the day-to-day operations of the IT Service Desk providing the user community with the highest level of service possible and have ownership of issues, problems and fulfilment requests. At Andretti Racing, we aspire to be the absolute best in every aspect of our team. Team members are encouraged to challenge established thinking and share their ideas to create an environment where everyone can contribute to our shared success.
Principal Accountabilities:
- Lead, mentor, and manage a team of IT service desk technicians, ensuring optimal performance, professional growth, and collaboration. Foster a “can-do” flexible attitude within the department.
- Prioritize and assign incoming tickets, ensuring timely and effective resolution while adhering to service level agreements (SLAs).
- Analyze service desk performance metrics, identify trends, and implement improvements to enhance service quality and efficiency.
- Provide expert-level technical guidance and support to the service desk team, assisting with complex technical issues and escalations.
- Stay current with emerging IT trends, technologies, and best practices to ensure the service desk remains at the forefront of IT support capabilities.
- Manage the onboarding and offboarding of IT users.
- Manage the purchasing process for user IT hardware and software
- Responsible for managing the user hardware and software assets records including software licenses and auditing.
- Assist in the development of the IT department annual budgets in respect of the user community requirements and service desk costs.
- Implement and promote IT service management (ITSM) best practices, such as incident, problem, and change management.
- Develop, implement and keep under review the departmental policies and procedures.
- Collaborate closely with stakeholders across the organization to understand their IT support needs and expectations.
- Ensure that the Health and Safety Policies, Standard Operating Procedures and guidelines are managed correctly and adhered to at all times.
Requirements
- A degree in a relevant discipline (or equivalent technical certification)
- Has a minimum 2 years relevant experience in a similar line management role, ideally within the motorsports industry
- Has a minimum of 5 years general experience working in a busy IT support department.
- Experience of working in an engineering or manufacturing company is desirable.
- Formal training and/or certification in IT service management frameworks (ITSM, ITIL etc).
- Excellent problem-solving and decision-making abilities, with a customer-focused mindset.
- Proficiency in using service desk software and tools for ticket tracking and reporting.
- Good administrator and record keeper
- Excellent understanding of user hardware, operating systems and application software.
- Excellent understanding of network, server and security principles.
- Able to perform duties in a timely manner with minimal errors
- Strong leadership and team management skills, with the ability to motivate and develop a diverse team.
- Communicate effectively with key stakeholders/directors
- Clear and concise communication, verbally and with the use of email
- Expert level of MS Office skills including MS Office, Word, Excel and PowerPoint
- Positively contribute to an open and inclusive culture
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.