Join CN as the Operations Manager for the Service Desk and lead transformational initiatives. Oversee IT support operations while enhancing user experience and service delivery. In this pivotal role, you will be accountable for the performance of CN's Service Desk operations, ensuring consistent IT support for employees. You will also drive the transformation of legacy services into up-to-date, automated solutions, fostering a customer-oriented setting. Leadership, accountability, and operational excellence are key focuses in this position. Key Responsibilities:
Lead daily Service Desk functionality across business locations
Manage incident and problem management processes effectively
Enforce service quality metrics like SLAs and KPIs
Ensure vendor performance aligns with company standards
Drive automation and continuous improvement in service delivery Requirements:
Bachelor’s degree in computer science
Over 10 years in IT support leadership roles
5+ years managing service delivery providers
Comprehensive knowledge of ITIL
Evidence of successful Service Desk improvements Elevate CN's service operations while ensuring a customer-centric approach throughout the organization. #J-18808-Ljbffr

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