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 setting

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. #J-18808-Ljbffr

📌 Service Desk Operations Manager at CN (Winnipeg)
🏢 Canadian National Railway
📍 Winnipeg