Service Desk Manager

The Role

As the CAE Service Desk Manager, you will assume responsibility for the effective running, planning, evaluating and overall improving of the IT Service Desk function. This role will see you working in a highly dynamic environment and see you leading a group of Team Leaders within a service delivery function. You will need to demonstrate clear leadership, creativity, innovation, and critical thinking with the ability to initiate influential relationships with both internal and external customers, suppliers and third parties up to C level.

The CAE Service Desk Manager will be a natural motivator with fantastic communication skills and have prior experience within a similar position. The successful candidate will be given the freedom and flexibility to implement their own ideas and strategy supported by the senior team.

You will be an advocate of CAE’s values and behaviours ensuring these penetrate across the team.

What you will be doing?

Team Management, Leadership & Development

  • Proven experience in a leadership role with a demonstrable record of people management
  • Responsibility for creating an engaging, positive and collaborative working environment that encourages feedback and continuous improvement
  • Motivate and inspire teams to achieve extraordinary results by providing team members with the direction, resources and environment needed for success
  • Adopt a coaching managerial approach and instil confidence in your team members
  • Communicate openly and regularly through team and individual communication i.e., team meetings; one-to-ones; appraisals and development plans


  • Full accountability for the effective delivery of 24*7*365 end user services to meet the department’s objectives
  • Establish and implement best practices throughout the entire technical support process in-line with our SDI / ITIL aligned processes, owning incident, service request fulfilment and problem resolution as a priority
  • Continual planning, evaluation and implementation of service delivery initiatives and improvements that maximises efficiency and cost savings, including monitoring and analysis of staff and resource utilisation and effectiveness of internal systems
  • Develop daily, weekly, and monthly reports on performance and process for IT functional use and business level reporting
  • Act as an escalation point for support desk colleagues for incidents, major incidents, end users and our out of hours support function, working with appropriate stakeholders
  • Contribute to defining, developing and fulfilling service offerings

Managing Relationships

  • First class communications skills and ability to liaise with stakeholders across all levels of business
  • Demonstrate an ability to build trust and long-term relationships with customers built on service rendered, delivering these services even at times of high pressure
  • Build and maintain effective, collaborative relationships with cross-departmental and internal teams fostering a ‘One Team’ mentality
  • Establish relationships with external partners and suppliers in order to ensure smooth delivery of supplier services

The above list is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope of the post.

What is needed?

  • Willingness to get things done
  • Experience of managing diverse and independent technical teams
  • Experience of demonstrable CSI strategies
  • Experience of managing 3rd party consultants to internal standards

The Company

This is CAE – Our goal is to be recognised as the most trusted and valued IT infrastructure solutions provider, and be chosen by our customers, partners and everyone in the CAE family, because of our unique understanding, total commitment and positive engagement.

We get recognised in a number of different ways:

  • As a Sunday Times Top 100 Best Places to Work
  • With a Glassdoor score of 4.1
  • Having ISO9001 and 27001 certifications
  • With multiple awards from manufacturers including Cisco and Palo Alto
  • As part of the Sunday Times International Track 200 for fast growing exports
  • Being 3 star accredited with the Service Desk Institute
  • Within our industry with shortlists and wins from CRN and Comms dealer magazines
  • and every time we get an order from one of customers – recognising that we are their partner of choice whether they are in the Commercial, Public or not for profit sectors

It is our approach that sets us apart and our people that make us different #thisishowwedoit

What is next?

If successful, one of our dedicated recruitment team members will be in touch with you for a screening call. Please note, we will always endeavour to acknowledge every application we receive, however, due to the high volume of applications, we are unable to reply to every individual with specific feedback.


  • Bupa Cash Plan
  • Investors in Personal Development
  • Pension Scheme
  • Death in Service
  • Staff Referral Scheme
  • Private Medical Insurance
  • Tech Scheme
  • Will writing
  • Additional benefits: Shopping discounts, Length of service awards, BUPA anytime Healthline, Tastecard, Flu Vaccination Vouchers, Employee Recognition, Annual leave entitlements, Cycle to Work Scheme, Fresh Fruit

CAE Technology Services are an equal opportunities employer. We are committed to eliminating discrimination and encouraging diversity across our workforce. We aim to provide a fair and consistent job application process and to not discriminate on grounds of gender, marital status, sexual orientation, race, ethnic origin or disablement.