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 environmentRequirements:
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 transformationUtilize your strategic leadership skills to enhance CN's IT service delivery and user experience.#J-18808-Ljbffr

📌 Service Desk Operations Manager At Cn Montréal Est (Montréal-Est)
🏢 Canadian National Railway
📍 Montréal-Est