Elevate IT support at CN as the Service Desk Operations Manager. Lead operations, enhance user satisfaction, and implement modern support models in a safety-focused setting.

As the Operations Manager for the Service Desk, you'll oversee CN's enterprise IT support performance and strategic growth. This critical role emphasizes a customer-centric approach, requiring you to manage teams and managed service providers, driving operational excellence and continuous improvement. Lead the transformation of legacy support systems through automation and analytics to create a seamless employee experience.

Key Responsibilities:
• Manage daily service desk operations for enterprise users
• Ensure performance across incident management and request fulfillment




• Drive adherence to service level agreements and operational metrics
• Enhance service quality through structured governance
• Guide the modernization of service desk functions with automation

Requirements:
• Bachelor's degree in computer science
• 10+ years in IT service delivery and support
• 5+ years managing service providers
• Certification in ITIL or deep ITIL understanding
• Proven experience in service desk transformation initiatives

Combine your expertise in IT management with a commitment to customer satisfaction to propel CN's service desk forward.
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📌 Service Desk Operations Manager at CN (Quebec City)
🏢 CN
📍 Quebec City