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.

📌 Service Desk Operations Manager at CN (Montréal-Est)
🏢 Canadian National Railway
📍 Montréal-Est