From Coordinator to Head of Service Desk: Megan McNeil’s OCS Journey

In just over three years, Megan McNeil has built an impressive career at OCS, progressing from Helpdesk Coordinator to her newly appointed role as Head of Service Desk. Her progression demonstrates a combination of personal drive, adaptability, and the trust placed in her by those around her.

Megan joined OCS as a coordinator, working at the centre of the helpdesk function. From scheduling engineers to managing subcontractors and handling client requests, the role required organisation, resilience, and the ability to stay calm under pressure, qualities that suited her from the outset. Drawn to the fast-paced, often unpredictable nature of facilities management, she quickly established herself as someone who thrived within complex environments.

A Natural Career Path

Megan’s progression through the business from Coordinator to Team Leader, and now into senior leadership, has been both rapid and organic. Each move built on the last, shaped by practical experience and exposure to fresh challenges across several contracts and systems.

Rather than feeling like a series of abrupt changes, her career development has followed a natural rhythm, supported by opportunities to step into new environments, work with different customers, and test new ideas. This breadth of experience has allowed her to demonstrate her capabilities while continuously developing new skills.

Her recent step into the Head of Service Desk marks a significant shift. The role requires her to step back from the day-to-day detail and focus instead on the bigger picture, identifying opportunities to streamline processes, improve consistency across contracts, and support her teams in delivering the best possible service.

Leadership Built on Trust

Now overseeing two managers and a team of 20 colleagues, Megan’s leadership approach is firmly rooted in trust, openness, and strong relationships. She prioritises building an environment where people feel appreciated, valued, and confident to contribute.

Her management style has been shaped by experience and by the people she has worked with throughout her career. She has developed a well-rounded approach, one that is open and people-focused, while still setting clear expectations and standards.

The Power of Support and Mentorship

A key factor in Megan’s progression has been the support of Key Mentors who recognised her potential early on. She credits much of her development to the trust placed in her, giving her the space to grow, make decisions, and shape her own impact.

Megan highlights two colleagues who have help guide her development, Jenna Burns and Clare McCalman. Their leadership, grounded in trust, approachability, and genuine care, created the conditions for her to build confidence and take on new challenges.

Clare, in particular, has been part of the leadership structure supporting the service desk as it has evolved, helping to shape both the team and the function’s direction alongside Megan.

Driving Change Through Experience

Throughout her time at OCS, Megan has worked across a variety of contracts, each bringing its own systems, processes, and challenges. This exposure has given her a strong awareness of the operational complexities within the service desk.

She has been closely involved in key changes, including system changes and API integrations, helping to shape how the service desk operates today. More recently, the move towards dedicated contract teams has enabled a more targeted approach to customer needs, improving service fulfilment while still working towards greater consistency where possible.

Her ability to navigate both the detail and the wider strategy has been a defining feature of her progression, enabling her to contribute to both operational delivery and long-term improvements.

Investing in Continuous Development

Alongside her day-to-day role, Megan is currently completing a Level 5 Leadership Apprenticeship. What initially felt like an additional commitment has become a valuable tool in her transition into senior leadership.

The programme has helped her approach her new role with greater structure and strategic thinking, allowing her to treat it as a project in its own right, planning, implementing, and refining as she goes. It has also reinforced the importance of making time for development, even in a fast-paced environment.

Looking Ahead

As she settles into her new position, Megan remains focused on continuing to develop the service desk function and supporting her teams to succeed. With the business constantly evolving and new opportunities emerging, she is excited to see where the journey leads next.