Elevate IT support at CN as the Service Desk Operations Manager. Lead operations, enhance user satisfaction, and implement contemporary support models in a safety-focused environment.
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. #J-18808-Ljbffr
📌 Service Desk Operations Manager at CN (Winnipeg)
🏢 CN
📍 Winnipeg