Drive operational excellence with CN as the Service Desk Operations Manager. Lead IT support delivery, enhance user satisfaction, and foster a customer-centric culture in this key role.

As the Service Desk Operations Manager, you will oversee performance and governance within CN's enterprise service desk operations. Your leadership will ensure a seamless IT support experience for all employees while driving modernization through automation and analytics. This role emphasizes continuous improvement, strategic direction, and a focus on user satisfaction.

Key Responsibilities:
• Manage daily Service Desk operations across multiple locations
• Ensure incident management and problem resolution effectiveness
• Oversee service quality defined by SLAs and KPIs




• Lead vendor performance and accountability initiatives
• Drive workforce planning and operational readiness in a 24x7 support workplace

Requirements:
• Bachelor’s degree in computer science
• 10+ years in IT Service Desk leadership
• 5+ years managing Managed Service Providers
• Deep understanding of ITIL framework
• Proven track record in Service Desk transformation

Utilize your strategic leadership skills to enhance CN's IT service delivery and user experience.
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📌 Service Desk Operations Manager at CN (Quebec City)
🏢 Canadian National Railway
📍 Quebec City